An article appeared in this week's Personnel Today magazine in the UK documenting a remarkably honest approach to customer service:
"Customers of a major cable TV supplier were hit with a veritable volley of verbal abuse after a company service message was tampered with.
Those ringing the helpline to report faults with equipment or sevices were given a less than helpful reply by the automated message.
It started off normally enough, stating helpfully that "you are through to customer services".
But then it changed somewhat in tone "We don't give a **** about you. We are never here. We just **** you about, basically, and we are not going to handle any of your complaints. Just **** off and leave us alone."
The company says that either a an angry employee or mischievous hacker may have been responsible for the prank"
An interesting approach huh?! Would it really be possible for someone outside of the organisation to hack in to the IVR? If so then I'm surprised this doesn't happen more. Any thoughts?
Jim. |