Step by Step 3000 第3册 Unit3:Voice mail(2)

And we've always positioned our company as what we call a high service "HMO".
And we don't think that getting a recording is high service, may be efficient, and may be cost effective, but it's not high service.
According to many consumers, voice mail is no service at all, but rather a way for companies to hide from their customers.
Complaints about automated phone systems are definitely on the rise.
Plogue Research in Los Angles recently surveyed business people across the country.
According to Stanley Plogue, the majority felt frustration even fury, over their run-ins with voice mail.
A lot of irritation, and a kind of common phrase right now is it's voice jail. you get trapped in it, and you can't get out.
Plogue says that a time-consuming or confusing voice-mail system can actually cost a company business.
About a fourth of the people said they have not let out a contractor or supplier because they didn't like their voice mail system.
And others have just given up with trying to deal with certain companies.
It sounds to me in that kind of situation that there was no an option to reach a live person immediately, which there always should be.
Sandy Hale, is with Pacific Bell which manages 300,000 voice mailboxes in California.
She says, don't blame the technology for customers' complaints.
According to Hale, those groans of frustrations arise because companies don't do a good job designing their voice mail menus.
People want to get the information they called in for. They want it quickly, they want it simply.
If you don't give them a option to find the information they need, they are going to be frustrated, they are going to go away.
Some companies, including banks, airlines and insurance agencies have dropped voice mail because of complaints.
But according to Hale, flawed systems easily can be fixed.
Pacific Bell has published an "Etiquette Guide" for its voice mail customers.
The booklet stresses that callers should always have the option of talking to a human being when they need help.
Sandy Hale admits many voice mail systems could use an overhaul, but she says the technology is here to stay.
As companies are, you know, watching what's happening to their bottom line, and see what's happening with their cost, they are looking for ways to become more efficient at what they do, including their customer service operations, and voice mail is certainly a valuable tool.
HMO president Jud Jessup says his company does use voice mail for internal communications.
And his admits it's been useful in cutting down on telephone tag among his employees.
But says Jessup, calls from the public are entirely different.
People have individual problems. I think there'll always be a place for personalized service.
Take Care president Jud Jessup, who foresees a growing backlash against voice mail.
In San Francisco, I'm Elaine Korry. If you still want a membership card, please punch in Beethoven's 5th. Now, in D minor.