In today’s world everything seems so unnatural: synthetic fabrics, artificial flavorings, and a prevalent problem I am finding is simulated customer service over the phone, i.e. automated attendants. Although I could ‘blog’ on this all day, and I have (see related links below), the point of this article is on how to get a live voice when trying to reach one over the phone.
Last week I spent the better part of my afternoon trying to set up a new web site and hosting account through our ISP. I tried everything to reach a live voice. I said “agent” clearly and loudly as soon as I heard the auto attendant. Usually that works, however, this system seemed to ignore my request but politely responded: “I’m sorry, I didn’t recognize your request”. I tried “operator” … “help” … “I want to speak to a live voice please” as politely as I could, knowing that if I didn’t find a real human quickly my eight-month old daughter would probably squeal causing me to jump to some unwanted menu yet again!
Then I remembered something I had read about a year or so ago - a web site called www.gethuman.com. The GetHuman 500 Database lists 500 major companies and quick reference on how to bypass their respective automated systems. Although this list is well organized, and quite comprehensive, most of these companies are U.S.-based and I was unable to find the workaround for the Canadian-based company I was calling.
I was, however, able to find some great tips on how to get a live voice (when you aren’t able to find the work-around on the database):
1) Try interrupting the auto attendant by dialing "0" or talking to it. Although my daughter’s singing, screaming and chatter does tend to perplex the system and fast track me to a live voice, I sometimes find I am hung up on by the auto attendant (how rude!) ;)
2) Talk to the auto attendant. Say things like agent, representative, human and you may just get a live voice.
3) Mumble something that doesn’t make sense (expletives do seem to be in their dictionary, so don’t use those!) If you can find a phrase they don’t recognize you may be forwarded on to a live person.
4) Connect to the collections, sales, or cancellation departments. For some strange reason, there are live people available immediately in these departments!
5) The GetHuman web site also recommends choosing the foreign language option (often Spanish in the U.S. and French in Canada). The bilingual reps queue times are usually shorter, meaning less people waiting to talk to them, therefore you get to a live voice quicker.
And, when all else fails. Hang up a find a human-oriented company that can give you the kind of 'natural' service you are looking for…
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