Inside the head of a designer

Communication breakdown
August 25, 2008, 3:06 pm
Filed under: Uncategorized

I know they give me money on loan but come on, I8 minutes 57 seconds to sort out a query that only took 30 seconds, surely I should be reimbursed for my phone call. thats ridiculous!  Even the information I gave could have been typed from my phone.


If only everyone who worked in call centres looked like a young spritely version of annika rice and ran around the office trying to complete your task in less than 18 minutes we’d all be a lot more happier.


then the second call to the other company, I kept getting put on hold because the girl had no clue how to take a phone call.  It wasn’t until I said shit by accident when I dropped my card that she relaxed.  I loved this fact, she giggled, relaxed, knowing that I was probably a bumbling young thing also (she was having difficulties understanding my accent, I think its the Irish twang) and I was getting frustrated by her lack of speed at taking my details that I suddenly realised, hey, this is another human on the other line, and now she thinks I’m ok, she’s going to give me the time of day.

im going to post a link here from something I saw at engine about empathising with a service even though its faceless/not human.

she then proceeded to offer me advice from a similar situation she had been in (I’m not hiding it, I’m a poor student with nothing better to do than buy expensive old vinyl and jeans from Topshop, throw in the purchase of a new laptop and yeh you see where it’s going) but there was better interaction. she seemed chirpy, and wanted to actually help me.  It got me to thinking (SATC link number two, im so sorry) about faceless interaction.  Do we respond better when we are face to face with someone, should we have this option of being able to see who is providing us with information. 

Not giving too much away but myself and Iain, when working on our latest project, looked into online helpers who have profiles and can talk to you via a messenger style device, in the current way technology is advancing, will this be our primary mode of communication? will we ditch the telephone and start video messaging one another?  the whole face of service, can/could/will be changed with the advent of new technology and changing generations.  hmmmmmmmm again, its early afternoon and I’m pondering way too many things at one time. i also have to make a call to the bank.


I’ve had it with red tape and different services.



banks and holidays.

poor customer service, uninterested staff, bad experiences, unhappy customers, less business.

KA BOOM! Business gone.

wow that sounded like my really bad service design drunk chat, beware do not approach me or certain others in pubs after 3 pints.  we are very dull. at least I am.