Difficult morning

John had to order some tracts and Bibles from the TBS this morning, he finds telephones really difficult, I wrote out what he needed and went through it with him before he ordered. Yet he nearly ordered 800 sets of 800 tracts, there was also a mix up with accounts and poor John was left feeling fraustrated and stupid. He also had to phone the bank for a new Church account cheque book, it was one of these automated services, he found it very hard to process and after he managed to get him through to an advisor he was put through to a second advisor who told him the account didn't have online banking so he had to go into a branch to order a cheque book. I am beginning to realise that the way most companies operate with these automated call centres make it very difficult for someone with a language disorder to access the services. How many elderly people live alone and end up in a state trying to phone about a bill and just can't navigate the call system. Why can't we telephone the local bank to request a new cheque book, without having to navigate a complex system, when you get through to one person they put you through to another adviser who tells you to go to the bank to get a new cheque book. John has a car, but what he was a housebound elderly person who was recovering from a stroke and didn't drive. All I can say is shame on the NATWEST bank.

Comments

Unknown said…
As so many people still have rotary phones, phone "systems" have an option that doesn't get mentioned. Either do/say nothing, or press 0 and you will be put through to a human being.
29 March 2011 at 14:00
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