20 extra minutes

You call a company to demand a service. They´re open from 9am to 5 pm. It´s 5.02 pm and already nobody answers the phone. Result: you think ¨these lazy people drop the pen at 5.00 and they don´t care. I´m sure they´re still around and don´t pick up cause I´m 2 minutes late...¨ The ¨go the extra mile for our customers¨ attitude is nowhere to be seen.

If I were responsible for customer service, I´d pay the receptionist or whomever it is that answers the phone in the first place 10 minutes of overtime before and after business hours to be there and make sure those ¨borderline¨ calls are properly attended. I believe it exemplifies the customer-centric attitude it is talked about so much (¨we´re not just here from 9 to , we´re here for you¨). Plus, those ¨borderline¨ calls are usually very important.

What do you think?