Marketing messages during customer service calls

When I call my Internet provider, sometimes they’ll decide to let me know that there’s “free shipping on all products for 1600 locations. For details, log on to”

My telecom service provider, which was taken over by another company a few months ago, decides to let me know that their spokesperson is the son of a famous actor and that the company is here to serve me… blah, blah.

Most of the time, when I’m calling a customer service line, I’m not calling to chat about the weather. It’s usually a problem that I want solved and like most impatient customers, I want it solved yesterday. Essentially, all I’m looking for is to speak to a customer service rep and get my problem fixed.

So, who’s the brilliant guy that came up with the scheme to insert marketing messages in the phone call? And, these messages are not when I’m on hold, (Did you know that you can browse interesting links over on the right hand side of this blog? See?) but typically at the beginning of the phone call.

Sometimes I get the impression that these ideas are hatched at meetings where an overbearing boss suggests the idea and everyone agrees because they’re too scared to tell the guy that it’s not such a bright idea.

Or, it’s just that companies don’t think like customers or act like customers. A lot of the problems with phone customer service and IVR systems can be solved if companies actually used their own systems. You know call in, speak to someone, that sort of thing. I know it’s a revolutionary idea but companies ought to try it sometime.


2 thoughts on “Marketing messages during customer service calls

  1. I know what you’re talking about – and it’s not just your ISP who’s doing it. Earlier, my bank who had an excellent system of resolving problems through the phone has started doing this now, and the rep is so insistent – “This will take only 3 minutes, pls hear me out”. They forget that I called them up for a complaint – The genius who thought of marketing should have thought about the fact that when people are calling to complain, he shouldn’t market stuff. It would work with a dude who has a general query though!

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