Customer Service Experience

How often have you called customer service at credit card companies, airlines, medical benefits and you have been asked to enter information such as your credit card number, your zip code, your social security number, your frequent flyer number etc. and then finally when you get to a live person, the first question is what is your XXXX – the same information that you had entered using the keypad …. Huh!!

Do these folks ever try out their own systems to check out the customer experience? Or is just a tactic to balance the call volume – benefit for them and none for the customer.

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