Saturday, 19th August, 2017

Snippets

Man put on hold for past 30 minutes by customer care still confident that his problem will be solved

31, Aug 2016 By Sandeep Kadian

Pune: Vikas Aggarwal, who has been put on hold for the past 30 minutes by the customer care of his telecom service provider, is still hopeful that someone will hear his problem and resolve it. Generally people get frustrated after being on hold for 5 to 10 minutes and disconnect the call, but Vikas is not ready to give up just yet.

Hold
Most used button in a customer care office

When we approached Vikas, he put the speaker mode on, kept the phone to one side and said,”Well it took me 45 minutes of pressing various digits to reach a human, once I reached her, she told me very sweetly that my call is very important to them and I should stay on hold while she checks my account details. Now, how can I hang up on them when my call is so important to them? People always tell me horror stories about the customer care executives but so far they have been most polite and considerate, I have no reason to doubt their intentions.”

“Of course there is my personal interest too. Every month they deduct 1000 Rs from my account balance for various schemes, even though I have not subscribed to any scheme from them. Better to resolve this issue now else they will take 1000 more Rupees from me in September. Staying on hold is not a bad experience anyway, call is toll free, I get to listen to free Jazz music, there is no downside here”, Vikas added.

We tried to get in touch with the customer care executives at the telecom company to find out the average hold time for a customer but even after pressing random digits for an hour, we failed to reach a human. The story will be updated once we succeed.