PSC May Require 'Better' Customer Service

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Jackson, Miss.
Posted: 10:18 AM Oct 6, 2008
Last Updated: 10:18 AM Oct 6, 2008
Reporter: The Associated Press

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The Mississippi Public Service Commission will hold a public hearing on a proposed rule that would require utility companies to ditch their automated customer service calling systems for live human representatives during normal business hours.

Commissioner Brandon Presley says the Dec. 2 hearing on the proposed rule is a direct result of complaints from utility customers who have expressed their frustration and dissatisfaction with company automated calling systems.

Presley said the systems cause a delayed response from utility companies and some customers feel intimidated by the automated machines.

Commissioner Lynn Posey said the rule is simply an attempt to require utility companies to provide better customer service.

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Posted by: JR Location: meridian on Oct 6, 2008 at 04:33 PM
Its about time someone give the customers some support. These companies make plenty of profit. They can and should be required to give service and not by a computer. The computer systems only waste customers time and I believe are an attempt by businesses to stop customers from complaining. If you have to wait long enough eventually you will give up. How many times have you heard press 1 for English. It should be someone taking the call and if you can not speak English learn it. If I were in another country I would have to learn their language especially if I were to make it my home. The elderly have a hard enough time without this automated abuse. One day Lord willing we all will be retired and need assistance.

Posted by: James Location: Meridian on Oct 6, 2008 at 04:23 PM
I'm probably about as big of a tech / computer junkie as there is, but I despise automated phone systems. Especially those that make you wade through three levels and seventeen options before finally giving you the option of talking to a person. All other things being the same, I will always choose to do business with a company where I get an actual person when I call rather than an answering system.