How to improve public-service phone menus - Bradley Lehman

[Misanthropy83]

just press a load of numbers at once and confuse it lol

[Splatzone]

Very useful video, thank you!

[thebpl]

Another principle:

The system must retain gentle control of the conversation--guiding it toward deliverable features, in efficiently focused service. BUT, at the same time: the caller should get the illusion and feeling of being in charge. The caller initiated the call to get some specific service, or the answer to a question.

A good style makes it clear BY EXAMPLE ALONE that the company genuinely values the caller's own time, attention, and continued business. Carefully craft every word!

[mercoid]

Bradley,

Have you considered that there are many companies that deliberately write/design their automated systems to be non-user friendly? Why pay a claim, provide costly service, correct a bill etc., when you can frustrate the hell out of a customer until they figure it's not worth resolving their issue.