What I was originally going to write here was about an ad campaign that Kitkat (a Nestle product) are currently running that parodies IVR sytems.
I tried to call their customer (don't) care line to find out who I needed to talk to in their marketing department to find out when it was next scheduled to run so I could hear it fully use it as an example. Not bad advertising and reinforcement for Nestle I mistakenly thought!
Instead, the CustomerDON'TCare line told me that they didn't transfer people to internal departments because if they did they would never get any work done...
An interesting insight to Nestle's culture I thought.
Instead I was directed to the switchboard. I called the switchboard and was answered by someone who was so disinterested in what people calling had to say she couldn't even be bothered to answer the phone in a manner that allowed you to hear what she said. I made the fatal mistake of asking her what she said and after a huge sigh she permitted me the pleasure of another disinterested mumble which contained teh word Nestle.
Once again I explained what I wanted and mentioned the conversation I had had with the CustomerDON'Tcare line. I specifically said I wanted to talk to someone in marketing. After yet another indistinct mumble she transferred me to............................................. you guessed it, the CustomerDON'TCare line ARRRGHHHHH....
Being the tenacious begger I am, I explained the whole episode for the third time in 5 minutes. The lady then told me they don't transfer internally because people would never be able to get any work done etc etc.
She then went off to speak to someone and came back to tell me to ring the radio station as no one knew when ads were run or indeed where. What a way to run a multi national company. Its so surprising they are struggling for market share when they are soo intouch with their customers!
At this point I said don't worry about it. Instead, I'll use Nestle's CustomerDON'TCare line as an wonderful alternative example... The irony was slightly wasted...
Her parting comment was, "Thankyou for calling". At least she could fill in her tick box and I could go down as a very satisfied customer....
So the moral is, "Give yourselves a break, DON'T PHONE KITKAT..."
Any comments anyone?
David |