Tips on How to Navigate Customer Service Lines With Little Human Interaction


‘Tis the season to be shopping and sometimes that means you need to deal with customer service. But dealing with customer service and getting an actual human being aren’t always the same thing. 

It’s tougher than ever to reach a live human being these days. 

Companies like Frontier Airlines and Facebook have eliminated human phone call interaction entirely. 

Callers attempting to speak with someone at Frontier Airlines are prompted to press 1 if they’Recalling from a mobile phone and need to “start chatting.”  

We pressed zero instead. They hung up.

Frontier Airlines stated that it was releasing a statement to Inside Edition. “recently transitioned to fully digital communications,”It claims this allows customers to access the information they need quickly. According to the airline, most customers prefer digital communication. However, customers can still contact a live person through its website or social media platforms.

Google still has real people available on the other end of the line, but it can be slow to reach them. After 17 minutes of waiting, a customer service representative finally reached the phone.  

Nordstrom, a department store chain, is well-known for providing exceptional customer service. We decided to test that. In less than 60 seconds we were able to reach a customer service representative.  

Delta Airlines was not so lucky. We were told that they had the best customer service. “current hold time is one hour, one minute.” 

Adam Goldkamp of GetHuman says that getting angry about the recording can serve an actual purpose.  

“Raising your voice, showing your frustration, the systems have a way of understanding the tone in someone’s voice; That moves you to the front of the queue,”He says.  

If in doubt, press the pound.  

“That’ll help you just skip thru a bunch of the menus hopefully,”He says.  

The old trick of asking an agent is still effective. 

“Repeating representative, operator, help, help, help, any of those things usually cut the system off and move you into the next menu,”He says.


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