eBay hold policy - "can i put you on hold for 1-2 minutes"
I've had to call eBay customer service a lot lately in regards to a recent case, which is always fun (sarcasm).
I'd say the vast majority of the time I speak to somebody, I get the line "Can I please place you on hold for just a few minutes while I gather more information". The line might be a similar variation such as "Can I put you on hold for 1-2 minutes while I look at your account".
What is it with eBay's hold policy that they all feel the need to put me on hold for 1-2 minutes? I don't understand. Why don't they just speak to me as they gather the information?
I got to the point where I started to reply with "well, what information specifically do you need? maybe I could help you find the information you are looking for" in a super friendly non-confrontational way. (you should be as nice as possible ALWAYS when calling customer service). They typically don't have an answer and just insist to put me on hold.
Has anybody else noticed this while calling in to eBay customer service? I've noticed this no matter what department I am speaking with: Billing, Trust & Safety, Buying & Selling, or any other department, they all seem to have the same hold policy.
I think that putting you on hold is just part of a script that they are reading off of, but why write a script like that? Nobody likes being put on hold, I feel like it would be a much smarter policy to figure out the required information while still on the phone with the customer.
Discuss!
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