I had a little chat with an assistant through my bank's app today. Afterward, they had a one-question survey (of course I gave her the highest score without reservations because I find it appalling what customer service reps are responsible for and scored on). Afterward, they asked for “feedback” so I sent this. I doubt they'll take it to heart but I've been posting this when dealing with various businesses and will continue to do so because I'm so sick of the same old, “We're experiencing an unusually high volume of calls lately,” which is absolute bullshit. I'm so sick of it! This is what I wrote:
“[Company] has the best customer service in the business! However, I had originally called and it was a 40 minute wait with the option of a call back. Yesterday, it was 15 minutes. As a customer and an HR professional, I'm going to give you some free advice – you're not “experiencing an unusually high call volume;” you're experiencing an unnecessary staffing shortage. This is a corporate- and managerial-created problem. Stand above the rest of the companies that are shortt reason for these types of wait times on an ongoing basis. Your wait times have gotten progressively longer over the last few years and since the pandemic, more people are doing their banking online and by phone. Be the leader in treating your customers and employees with respect and consideration!”