I called Hertz today. I wanted to talk an actual human being in the office where I'm picking up a rental on Saturday. I wanted to make sure they would actually have the car I reserved. I called the local number. I got a message center in Oklahoma. The lady was very nice, but she couldn't look at my reservation, she couldn't get me on the line with someone in the renting office, she couldn't even remember that I had called an office in San Francisco, and she really couldn't do anything for me. So I told her I would go physically to the office.
Isn't that great customer service design? Make it impossible to talk to the person you need to talk to and ensure that the person you do talk to can't possibly respond to your request.
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