Customer Service automated greeting??
Jul 25, 2014, 3:46 pm
#1
Original Poster
Join Date: Mar 2005
Location: DFW
Posts: 520
Customer Service automated greeting??
I couldn't find the right words to search so this may have been posted, but the last few times I've called AA it seems they have changed the setup when speaking to an agent. When it gets transferred I always get the voice mail name greeting - something like "John Doe, American Airlines"" I never know if I'm supposed to say something or wait for them to say something, but everytime I wait its just dead air for like 10 seconds. Always creates an awkward situation like they are waiting for me, but they don't seem prepared if I just launch into my question either.
Has anyone else noticed and how do you handle?
Has anyone else noticed and how do you handle?
Last edited by nic3456; Jul 25, 2014 at 4:08 pm
Jul 25, 2014, 6:09 pm
#2
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
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As American Airlines and US Airways are still operating as distinct airlines, this question is being moved to the appropriate pre-merger airline forum.
Please note the sticky at the top of the consolidated thread which is titled PLEASE READ ME BEFORE POSTING! Welcome to the New American Airlines Forum!. With all of the changes about, it is important to know where to post, and reading that thread before posting (as the title suggests
) will help get you in the right place.
~Moderator
Please note the sticky at the top of the consolidated thread which is titled PLEASE READ ME BEFORE POSTING! Welcome to the New American Airlines Forum!. With all of the changes about, it is important to know where to post, and reading that thread before posting (as the title suggests
) will help get you in the right place.~Moderator
Jul 25, 2014, 6:52 pm
#3
Join Date: Feb 2008
Location: NYC/CLT/LHR
Programs: AA Plat, Bonvoy Gold, SkyMiles Dirt
Posts: 446
AT&T does this and it is awkward every time I encounter it. I quiet like the US phone system, where the computer says;
"Hello, Plon, I've matched the number you're calling from to your Dividend Miles Account"
Then when you speak to an agent, its usually, "good evening Mr. Plon, how may I help you"
Let's hope they switch to the US way of doing things.
"Hello, Plon, I've matched the number you're calling from to your Dividend Miles Account"
Then when you speak to an agent, its usually, "good evening Mr. Plon, how may I help you"
Let's hope they switch to the US way of doing things.
Jul 25, 2014, 7:45 pm
#4
Join Date: Aug 2010
Location: Houston, TX
Programs: HHonors Diamond, AA Executive Platinum, National Executive Elite, Avis First
Posts: 494
I always speak after hearing that. While many of us frequent callers recognize it as a recording, I don't think the general public does.
What's really awkward is when you call and their recorded greetings aren't working and the reps don't realize it.
What's really awkward is when you call and their recorded greetings aren't working and the reps don't realize it.
Jul 25, 2014, 11:20 pm
#5
Join Date: Oct 2012
Programs: AA EXP, PriorityClub Gold, SPG Gold, Hertz Gold fivestar
Posts: 486
My local Burger King does something similar on the drive through. The only reason I know is because the recording was of a lady but then a man responded when I gave my order.
Jul 26, 2014, 11:11 am
#6
Join Date: Nov 2012
Location: LHR, SAN
Programs: BA GGL, AA PLT, VS-curious
Posts: 1,487
Despite knowing it's a recording, I reply as if they've actually introduced themselves in person--'Hello John, I'm calling because...'
I guess because I know that they know that I know its purpose is to introduce the agent, while giving them enough time to look at the customer's name on their screen (if aadvantage number is given). I've never thought about whether it's awkward.
I guess because I know that they know that I know its purpose is to introduce the agent, while giving them enough time to look at the customer's name on their screen (if aadvantage number is given). I've never thought about whether it's awkward.
Jul 26, 2014, 11:28 am
#7
Join Date: Oct 2007
Programs: AA, WN, UA, Bonvoy, Hertz
Posts: 2,491
Customer Service automated greeting??
I thought you were posting about the new combined airline message that you have to sit through each time before the system says your name to start the process.
I agree the prerecorded process that introduces the actual customer service agent when connected is not as tight and feels awkward when I start talking and they respond the first time.
Rasheed
I agree the prerecorded process that introduces the actual customer service agent when connected is not as tight and feels awkward when I start talking and they respond the first time.
Rasheed