The way I interpret those quotes is that only the pains-in-the-ass want to talk to you directly.
See, I never said only the pains-in-the-ass want to talk to me directly
and you misinterpreted what you read. I have a feeling that you thought
I was referring to you and your emotions took over rather than your
logic and that caused you to misinterpret what I wrote.
Is it possible that since they want your valuable time and won't settle for a machine, they are immediately catagorized as "difficult", just as you jumped to the conclusion that I am "sensitive", "difficult" and have a reading problem without knowing me at all?
No, not at all. Again you sem to be having an emotional reaction
to my posts which is causing you to put words in my mouth to
make your point.
At the point in this thread you are referring to above, I had not
directed my "difficult" comment towards you. I was only referring
to people I had experience with in my busienss. You misinterpreted
what I wrote and took it personally. This is an indicator that you
are too sensitive.
Now I have to keep explaining what was clearly written in my
posts. I also noticed how you were communicating with others
within this thread in a negative fashion. These were indicators
to me that you are difficult to deal with. That's what made
me initially think you are difficult to deal with.
Why do you care what I think about you anyway?
I have no control over your life. I'm just some
pizza fanatic on this forum.
If I am misinterpreting your intentions, please explain what you actually meant by "In other words, an automated system could posssibly serve to filter out difficult customers." Is there really another interpretation besides mine? I would like to hear it.
Ok, again allow me to reiterate, I never said that my IVR system, filters
out all the difficult customers, because it does not. I only stated that my
best and most enjoyable ones to work with use the system to obtain info
about my services and leave messages. Then in a new paragraph
(separate thought), I speak generally about "an automated system" and
how it could *possibly* be used to filter out difficult customers. NOT MY
IVR SYSTEM, but an IVR sytem in general. If you didn't get that, then it
might be an indicator that you misinterpreted my post due to an
emotional response and over-sensitivity thinking I was talking about you,
when in fact I was not. Now I am here again trying to explain all this for
a second or third time. Hmmmmm, the word difficult come to mind again.
Bottom line, if you admit that you will not do business with anyone who
makes you speak to a machine rather than a human, it shows a certain
level of intolerance in your personality. If you are so set against talking
to a machine even for something that could be mechanical or repeatitve
like ordering food, I'd say that you have some emotional reason or
sensitivity on this issue that I don't quite share or fully understand.
Back to the main IVR topic here, the question remains. If a person
refuses to talk to a machine for ordering pizza, does that make them
a difficult or undesirable customer?
Well, I say it all depends upon how the IVR system is designed. If
the IVR system makes the task easier for the customer and improves
accuracy and speed of the order, and the customer still refuses to use
it or even try it, then I'd say the customer was being uncooperative
Whether your particular pizza business can afford to turn away
difficult customers depends upon how much demand there is
for your pizza. Case in point, we have a pizza place here in NJ
that has the reputation of making one of the best Tomato Pies
on the east coast. Last time I checked, they won't even take
your order over the phone. You have to come in to order and
the wait is typically 30 to 45 minutes, in my experience. I would
classify myself as being a difficult customer because I demand
faster service than that and I hate having to wait, but the
demand is so high for their product that they can afford to turn
me away and many others like me. So it's a complex issue
and every business owner needs to weigh all the pros
and cons before making a decision.