![]() ![]() SEE! SEE WHAT I’M TALKING ABOUT! Don’t think that saying you’re “sorry” or that all of your operators are busy counts as an explanation or apology. This is why an uncertain or unexplained wait always feels longer, which makes it even more frustrating. And people really don’t react well to uncertainty. Talking on the phone robs us of all of this, cutting off much of our usual information, which adds uncertainty. You may have heard the old cliché that a large percentage of communication is body language or facial expressions. Humans prefer talking to other humans, it’s a very complex process. But there are numerous psychological consequences for customers using the automated phone system, not all of them good. And it would be wrong to say automated systems can’t have many benefits. Technology is a wonderful thing (said the science blogger), and it makes economic sense for companies to automate the time-consuming elements of running a business. And boredom is a complex process, but one that usually makes people irritable.Īdd to this, the frustration caused by dealing with an automated phone line. ![]() I can’t do anything to pass the time, and thus I get bored. In the days before mobile phones, I’d be rooted to the spot. I can’t put the phone down and do other things, I’ve got to stay listening. These things just seem designed to irritate the poor saps who-ĭammit! See, that’s just annoying! Not only am I being made to wait against my will, but I’m being totally restricted. This is even more true when you encounter the dreaded automated “on hold” system when calling a big business. And there’s not necessarily any justification for this. When someone makes you wait, they’re essentially asserting dominance over you. Waiting for someone who’s late for an arranged meeting? Not so good. Waiting for the right time to propose? Fine. Choosing to wait for something you value is different to being made to wait for something against your will. But again, it’s the context that matters. And waiting can be good for you, providing quite a few psychological and social benefits. They have to the nature of time gives you no option. People say they “can’t wait”, but they can. Like many people, I don’t actually mind “waiting” per se. I’m sorry, but all of our operators are busy at the moment, but please stay on the line. You’ve already invested your time to this thing, so you’re not going to kick off just because you’ve got to wait for. Say if you're outside on a pleasant day, or queuing with several good friends in order to see something you’re really excited about, like a big performance or sporting event, then the queuing is just part of the experience. It might surprise some to know that queuing has a lot of interesting psychological elements, and exactly how much you’re prepared to tolerate or endure is very much dependant on the specific context. But even the stereotype of the British loving a good queue is debatable, and has complex origins. But then, who doesn’t? Nobody really likes waiting for something, unless you’re British. Hello? I… balls! I hate being stuck on hold when calling a company. Please hold, your call will be answered shortly". I’m sorry, but all of our operatives are busy at present. ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |