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Agree completely with the first 3, but my young person/introvert trait is that I think I should be able to get anything, including paying my bills, to work without having to talk to someone on the phone like I'm my boomer dad.
Also in a lot of cases it's simply a waste of an employee's time to answer basic questions on the phone all day long. Robots should be able to do that better. But I do agree that customers should be trapped on hold for 30 minutes.
But I do agree that customers should be trapped on hold for 30 minutes.
..You've worked in customer service, haven't you? 😛
Oops
Unfortunately now it seems to be the worst of both worlds: companies don’t have a contact email, but only a phone number and sometimes a useless chat bot. When I finally work up the courage to use the phone, I have to go through a long automated menu system, and/or wait for half an hour.
Once I actually get a human on the phone it’s never as bad as my mind made it out to be -but I would still very much prefer an email.