Wednesday, July 6, 2011

Please enter it now

Just a quick observation today:  Efficiency at some organizations never seems to work the way it is planned.   I have a perfect example.

I just got off of the phone with a customer service representative of the investment house where I keep my Roth IRA account. I have been saving throughout the year and made a small deposit  in order to hopefully insure my financial well-being after I retire someday from Dilbertland. (My account is nothing on the massive scale like Dickey the Peap's, but, hopefully it will grow to something large enough to keep the wolf away from the door in my old age. I would be happy with a simple 1/10 of the little miser's worth.)

Anyways, as I call them, I am instructed to "please enter your account number" into the phone so they may access my records. I dutifully perform that task and then am informed that "all client service representatives are busy with other callers and my call will be answered in the order of which it was received." OK, I can hang out for a few seconds. Sure enough, the guy then gets on the phone and asks me for my account number.   I already gave it to you! Why are you asking for it again?

It's really no big deal in the end; certainly nothing to get grumpy with the person on the other end of the line with whom you are trying to get assistance.  I give him my account number, he confirms my social security number, I get my problem resolved, and that is the end of it.  I do not understand his step of the process if it isn't going to be used during the process.  I have, however, decided to use it as an assistance tool whenever I get service issue calls from any of the Misfits here at FTI.  Upon calling, they are instructed to identify their particular FTI classification in order to best meet their needs.  Push  1 for Idiot, 2 for Numb-o, or 3 for Stooge.  Of course, all of their calls are ignored.   

It makes us much more efficient. 


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