Author: Franz Malten Buemann

  • 12 Incredible Answers to “What Is Your Greatest Weakness?” — “That Aren’t Perfectionism”

    So, you’ve finally got your foot in the door at your dream company. You’ve submitted the perfect resume and made a lasting impression during the phone screen. All there’s left to do now is to win over the hiring manager in the face-to-face interview.

    As a well-informed candidate, you’re doing your research on the company and preparing your answers to the most important interview questions you can think of — the most notorious of them all being: “What is your greatest weakness?”
    You don’t want to respond, “I tend to work too hard,” or “I am too much of a perfectionist.” That can easily come across as scripted and insincere at best and lacking in self-awareness at worst.
    Alternatively, you don’t want to respond with weaknesses that will prevent you from succeeding in the role. For instance, if you’re applying to be a project manager, you don’t want to admit that you’re “not very good with time management.”
    Fortunately, there are ways to answer this question that will help you demonstrate your value as a candidate. Here, we’ve cultivated some incredible answers to the mainstay, “What is your greatest weakness” question — and don’t worry, these answers aren’t “perfectionism”.

    1. Choose a weakness that will not prevent you from succeeding in the role.
    When an interviewer asks, “What is your greatest weakness?” they want to find out:

    Whether you have a healthy level of self-awareness
    Whether you can be open and honest, particularly about shortcomings
    Whether you pursue self-improvement and growth opportunities to combat these issues, as opposed to letting these weaknesses hold you back

    Ultimately, you’ll want to use this question to demonstrate how you’ve used a weakness as motivation to learn a new skill or grow professionally. Everyone has weaknesses — your interviewer doesn’t expect you to be perfect.
    If you’re applying for a copywriting position with little necessity for math skills, you might admit, “I struggle with numbers, and don’t have much experience with data analytics. While math is not directly tied to my role as a writer, I believe it’s important to have a rudimentary understanding of Google Analytics to ensure my work is performing well. To tackle this weakness, I’ve been taking online courses in data analytics.”
    An answer like this shows the hiring manager that you recognize your areas for growth and are able to act on them without being told to do so. This kind of self-starter attitude is a plus for virtually any team.
    2. Be honest and choose a real weakness.
    The answer “perfectionism” won’t cut it when talking about your biggest weakness because it’s not a real weakness. Perfectionism can never be attained — it’s a fear-based pattern that leads to short-term rewards like getting the job done early and exceeding expectations. However, in the long-term, trying to attain perfectionism leads to burnout, low-quality work, and missed deadlines. Burnout is one of the biggest contributors to decreased productivity, turnover, and low employee engagement — all of which cost a company money, time, and talent.
    Instead, choose a real weakness. Underneath the desire to do perfect work may lie a weakness of trust. Perhaps you don’t trust that you’ll be able to make mistakes on the team, so you strive to do everything perfectly. That’s a real weakness that you can definitely overcome.
    3. Provide an example of how you’ve worked to improve upon your weakness or learn a new skill to combat the issue.
    Hiring managers don’t expect you to overcome your weaknesses completely overnight. Everyone has areas they must constantly work on to keep them sharp. Think of it this way — if you’ve dedicated six months to working out, you won’t be able to stop one day and maintain your progress. It’s an ongoing process that you have to work at.

    4. Think about weaknesses in your own personal life.

    If you humanize yourself in the interview, it’ll allow your interviewer to connect and visualize working with you in the future. It’s not just about weaknesses that pertain to the job. For example, if you are an introvert and you notice your preference for quiet time stops you from taking risks, this is a relatable weakness. When you demonstrate your self-awareness this way, it shows you understand that self-improvement correlates to work performance.
    5. Think of where you’d like to be and what support you need to get there.
    Overall, growth is a part of life. Think about people you look up to that may be related to the field that you’re in. Ask yourself what character traits those people have and what work you might need to do in order to get there. By providing an example of how you’re working to improve your area of weakness, you’ll give the interviewer a glimpse into a few positive attributes about your awareness, including that:

    You know how to identify and mitigate issues that come up.
    You’ve found a helpful solution to a problem that you and perhaps others on the team face, which means you can be an immediate resource to the team.
    You demonstrate self-awareness and an ability to take feedback from others.

    More often than not, you’re going to need to look outside of yourself to overcome a weakness. Whether you look to your supervisor, the HubSpot Blog, or a mentor for help, the simple act of seeking help demonstrates self-awareness and resourcefulness — two skills that are hard to teach, but valuable to learn. Tapping into your resources shows the interviewers that you can solve problems when the answer is not yet clear. That’s a character trait that has a place on any team.
    Briefly share an example of a time when you asked someone for help in an area that you’ve identified as a weakness. This gives the hiring team a clear picture of how you’ll work with the team to balance out that weakness.
    6. Don’t be arrogant and don’t underestimate yourself.
    The most important thing you can do when responding to the question “What is your greatest weakness?” is exhibit confidence in your answer. (If lack of confidence is your weakness, keep reading.) Even if you’re not the most confident person, I’m going to assume you’re at least honest with yourself. If you’ve identified an area of weakness and you’re sure about it, let that assurance shine through in your answer. There’s no need to feel embarrassed about something you’re genuinely not good at as long as you’re working to get better.
    Before you start expressing a genuine weakness to your interviewer, get comfortable with the types of answers that make hiring managers want to work with you. Take a look at the following examples and find a few that fit your personality and work style. Then, practice reciting them aloud so they come naturally to you.
    Ready? Here are examples of how you might answer “What is your greatest weakness?” and why they work.
    1. Lack of Patience
    Sample Answer:
    “I don’t have much patience when working with a team — I am incredibly self-sufficient, so it’s difficult when I need to rely on others to complete my work. That’s why I’ve pursued roles that require someone to work independently. However, I’ve also worked to improve this weakness by enrolling in team-building workshops. While I typically work independently, it’s important I learn how to trust my coworkers and ask for outside help when necessary.”
    This answer works because the weakness — the inability to be patient when working with a team — doesn’t hinder your ability to perform well in the role, since it’s a job that doesn’t rely on teamwork to succeed. Additionally, you display an eagerness to develop strategies to combat your weakness, which is a critical skill in the workplace.
    2. Lack of Organization
    Sample Answer:
    “I struggle with organization. While it hasn’t ever impacted my performance, I’ve noticed my messy desk and cluttered inbox nonetheless interfere with my efficiency. Over time, I’ve learned to set aside time to organize my physical and digital space, and I’ve seen it improve my efficiency levels throughout the week.”
    Plenty of people have messy desks. This answer works because it’s a relatable and fixable weakness. You note that disorganization doesn’t interfere with your ability to do your job, which is critical, but you also acknowledge it might make you less efficient. To ensure you’re performing at 100%, you mention personal steps you’ve taken to improve your organization skills for the sake of self-improvement alone, which suggests a level of maturity and self-awareness.
    3. Trouble with Delegation
    Sample Answer:
    “I sometimes find it difficult to delegate responsibility when I feel I can finish the task well myself. However, when I became manager in my last role, it became critical I learn to delegate tasks. To maintain a sense of control when delegating tasks, I implemented a project management system to oversee the progress of a project. This system enabled me to improve my ability to delegate efficiently.”
    This answer allows you to demonstrate an ability to pursue a new skill when a role calls for it and suggests you’re capable of flexibility, which is critical for long-term growth. Additionally, you are able to showcase a level of initiative and leadership when you mention the successful implementation of a new process that enabled you to succeed in your past role, despite your weakness.
    4. Timidity
    Sample Answer:
    “Oftentimes, I can be timid when providing constructive feedback to coworkers or managers, out of fear of hurting someone’s feelings. However, in my last role, my coworker asked me to edit some of his pieces and provide feedback for areas of improvement. Through my experience with him, I realized feedback can be both helpful and kind when delivered the right way. Since then, I’ve become better at offering feedback, and I’ve realized that I can use empathy to provide thoughtful, productive feedback.”
    This answer works because you’ve explained how you were able to turn a weakness into a strength through real-world experience. Typically, timidity can be seen as a flaw in the workplace, particularly if a role requires someone to provide feedback to others. In this case, you’re able to demonstrate how timidity can be used as a strength, through thoughtful reflection and practice.
    5. Lack of Tactfulness
    Sample Answer:
    “My blunt, straightforward nature has allowed me to succeed over the years as a team manager, because I’m able to get things done efficiently, and people often appreciate my honesty. However, I’ve recognized my bluntness doesn’t always serve my employees well when I’m delivering feedback. To combat this, I’ve worked to develop empathy and deeper relationships with those I manage. Additionally, I took an online leadership management course, and worked with the professor to develop my ability to deliver feedback.”
    Oftentimes, facets of our personalities can help us in certain areas of our work, while hindering us in others. That’s natural. However, you must demonstrate an ability to recognize when your personality interferes with the functions of your role, and how you can solve for that.
    In this example, you first explain how your blunt nature allows you to be successful in certain situations. Then, you mention that you understand your bluntness can be seen as a lack of empathy and provide examples of how you’ve attempted to solve this issue. Ultimately, your awareness of how you might be perceived by others shows a level of emotional intelligence, which is a critical asset for a team leader.
    6. Fear of Public Speaking
    Sample Answer:
    “Public speaking makes me nervous. While I don’t need to do much public speaking in my role as a web designer, I still feel that it’s an important skill — especially when I want to offer my opinion during a meeting. To combat this, I spoke with my manager and she recommended I speak at each team meeting for a few minutes about our project timeline, deadlines, and goals when developing a website for a client. This practice has enabled me to relax and see public speaking as an opportunity to help my team members do their jobs effectively.”
    In this example, you mention a skill that isn’t applicable to the role, but one which you nonetheless have been working to improve. This shows your desire to meet more business needs than necessary in your current role, which is admirable. Additionally, it’s impressive if you can show you’re willing to reach out to your manager with areas in which you want to improve, instead of waiting for your manager to suggest those areas of improvement to you. It demonstrates a level of ambition and professional maturity.
    7. Weak Data Analysis Skills
    Sample Answer:
    “I’m not great at analyzing data or numbers. However, I recognize this flaw can prevent me from understanding how my content is performing online. In my last role, I set up monthly meetings with the SEO manager to discuss analytics and how our posts were performing. Additionally, I received my Google Analytics certificate, and I make it a point to analyze data related to our blog regularly. I’ve become much more comfortable analyzing data through these efforts.”
    In this example, you’re able to show your desire to go above and beyond a job description and actively seek out skills that could be helpful to the success of your company as a whole. This type of company-first mentality shows the interviewer you’re dedicated to making yourself a valuable asset, and try your best to understand the needs of the whole department, rather than just your role.
    8. Indecisiveness
    Sample Answer:
    “Sometimes I struggle with ambiguity and making decisions when directions aren’t clear. I come from a work environment that always gave clear and direct instructions. I had such a strong team and leadership that I haven’t had much practice making decisions in the heat of the moment. I’m working on this by leaning more into my experience and practicing listening to my gut.”
    This answer works because you’re demonstrating that you can both follow a leader and sharpen your leadership skills. It’s alright to not know what to do in the moment. Admitting that you relied on strong leadership shows that you can be a follower when needed, but knowing when to step up is important, too. With this answer, you’re showing that you’ll step up if a situation calls for decisiveness.
    9. Harsh Self-Criticism
    Sample Answer:
    “My inner critic can be debilitating at times. I take pride in producing good work, but I feel like I struggle feeling satisfied with it, which has led to burnout in the past. However, I’ve started to push back against this inner voice by taking care of myself before and after work. I’m also learning to recognize when my inner critic is right and when I need to dismiss it.”
    This answer works because your interviewer may relate; we all have harsh inner critics. It’s also effective because 1) It shows that you’re willing to work on your weaknesses outside of work, not just during business hours, and 2) It demonstrates your inner critic may have valid points. Discerning when to dismiss it is key to prevent burnout and increase productivity. Realizing how the inner critic may inhibit good work ethic demonstrates your willingness to grow and be an effective worker.
    10. Micromanaging
    Sample Answer:
    “I used to work in industries where I had to cultivate a solid work ethic in my employees. This style of training has been so ingrained in me that I’ve forgotten to discern who may need that coaching and who does not. I’ve been reading books on effective delegation and team building to work on this shortcoming. One technique that works for me is assuring myself that if I establish clear expectations, then my team will follow. I’ve also learned to trust my team members.”
    This answer works best if you’ve been in a leadership position before and are applying to a managerial role. However, you can still apply it to past experiences where you did have to show leadership. This answer shows that while you may be used to running your crew or team a specific way, you’re willing to admit when your method isn’t the most effective. Showing your flexibility demonstrates your ability to grow.
    11. Talkative
    Sample Answer:
    “I enjoy developing a relationship with my coworkers by engaging in conversation, and that’s a great team-building skill. However, I have a habit of carrying on a conversation to a point where it may distract other coworkers. I have learned since then that there are other ways to connect with my coworkers, and that if I’m asking about their day, I need to keep it brief and redirect myself back to my work. “This answer works because it shows you’re aware of how your talkative tendencies may be distracting in the workplace. It takes a lot of courage to admit that. It also shows you are willing to develop a relationship with coworkers but not at the cost of productivity.
    12. Trouble Maintaining a Work-Life Balance
    Sample Answer:
    “I’ve struggled with work-life balance, especially after I started working remotely during the pandemic. This increased my stress levels to the point where my productivity was at an all-time low and I didn’t bring my best self to work. Because I want to continue working remotely, I’ve started adding more structure to my day and instituted a sharp start and end time. I’ve already seen improvements in my levels of focus during work hours.”
    At first, this might seem like a “strength” weakness — pouring yourself into work is great, right? That means you love your job. But if it impacts your productivity and your relationships with coworkers, that is not so great. This answer works because it doesn’t just say, “I work a lot, so my home life suffers.” It says, “I work a lot to the point of burnout, and I’ve realized that I need to structure my day.” If you’ve struggled with work-life balance issues in the past, it’s important to state how you’re restoring that balance and how it has impacted your work.
    There’s Strength In Every Weakness
    Regardless of whether you’re bad with numbers or you tend not to speak up in group settings, there’s a strength behind every weakness. The strength is in how you work to overcome it. Leaning on your teammates who excel in those areas is a great way to show that you’ll work well on the team and that you know how to use your resources to solve problems. Taking professional development courses shows that you’re willing to work toward improvement. No matter which of these answers you share with the hiring team, they’ll be more than happy to help you grow and exceed the expectations of the role.
    Editor’s note: This post was originally published in December 2018 and has been updated for comprehensiveness.

  • Entries open for the CXMStars™ of the year 2022!

    Customer Experience Magazine is delighted to announce the CXMStars™ for 2022 selection is now open for entries. 🚀 This is the third year we organise the CXM nominations to celebrate the CXM Top 50 CX Professionals and Top 50 CX influencers across the globe.  We couldn’t be more excited to invite you to submit entries or nominate professionals and influencers you believe deserve attention for their dedication to the CX field.  In…
    The post Entries open for the CXMStars™ of the year 2022! appeared first on Customer Experience Magazine.

  • Write a better spec

    If you’re asking someone to work for you, help you or advise you, it turns out that being specific about what success looks like is an obvious way to get better results.

    If everyone can agree on what success looks like, you’re more likely to achieve it.

    And yet…

    And yet we prefer to say, “I’ll know it when I see it.” We’re vague, murky or even contradictory about what we want.

    The reason is simple: If you write a great spec, we get to blame you if it doesn’t work out.

    The vagueness is a way to hide.

    If you don’t know what you want now, what makes you think you’ll know what you want later?

    On the hook. That’s the most effective place to be.

  • test cxm stars

    The post test cxm stars appeared first on Customer Experience Magazine.

  • Email Marketing in 2022: Trends and Useful Tools

    Is email marketing still effective? Of course! 99% of users check their email every day, or even several times a day. Despite what you may think, people keep reading emails and are ready to interact with interesting content being shared with them.  Sure, there is a widespread belief that social media and chatbots have pushed…
    The post Email Marketing in 2022: Trends and Useful Tools appeared first on Benchmark Email.

  • Anyone have good examples of preference choice pages?

    submitted by /u/BFG_9000 [link] [comments]

  • Ask the Buffer Team: What If I Don’t Have Anything to Share on Social Media?

    Q: Help! I’m usually good at regularly posting to my company’s social accounts every day, but sometimes I’m at a total loss. Is it better to skip a day, or to post something just to stay on schedule?
    The task of coming up with new, engaging content on a regular basis can make social media daunting—we know. Even if you have a solid social media strategy in place, you might still get stumped on what to share from time to time and be tempted to forgo that schedule you set out for yourself.
    Running out of new content ideas is a common pain point, whether you’re just starting to share your brand on social media or you’re a seasoned pro. Here are a few tactics I recommend for overcoming that mental block.
    1. Remember That Consistency Is Key
    First thing’s first: I do suggest sticking to a consistent schedule of posts. By posting regularly, your brand will stay top of mind with your audience. Over time, they’ll even start to expect posts from you, which can lead to higher engagement. Not to mention, posting at a regular cadence will help you stay in the habit of creating content.
    That said, a consistent schedule looks different for everyone. Some brands post three times per week, while others post three times per day. What’s right for you depends on many factors, including your audience, its size, and what your followers are looking for.
    Each platform offers its recommendations for the best days and times to post, but typically, those are incredibly broad. Instead, seek to learn what works best for your specific audience.
    Here’s how: Pick a platform, then post three times per week for an entire month. Then, up that to seven times per week for the next month, and 14 times for the month after that.
    Three months of data will allow you to gather insight via Buffer’s analytics dashboard. Check out the “Answers” tab, and you’ll be able to see when, what, and how often to post to maximize your reach and engagement.
    Buffer’s analytics dashboard can show you exactly when, and how often, to post.If you saw higher engagement during one month over another, commit to that cadence going forward. Continue to monitor your stats month over month to see what dates, times, and posting schedules work best. One last thing to keep in mind, though: Brands should strike a balance between being consistently informative and being annoying. If you’re seeing any decline in your numbers after upping your posting schedule, consider pulling back.
    When you feel more confident about the best approach for your audience, it can inspire you to stick to your posting schedule and give them the content they’ve come to expect.
    2. Think Big(ger)
    You know you have to post a certain number of times each week, but how do you come up with new content?
    Some weeks, this will be simple: You had a big product announcement, you wrote a new blog post, you saw a meme you just had to recreate. Other weeks, you’ll be staring at a blinking cursor on a Monday morning, wondering what to share.
    But, instead of closing the tab and not sharing at all, push yourself to think outside the box.
    If, for example, you published a blog post last week and shared it with a link and a caption, think about how you might reshare it differently. Create a short graphic that pulls key data from the post, or pull out a favorite quote and make a visual. Canva is a great tool to create engaging graphics (and Buffer’s integration with Canva makes it incredibly easy).
    We recently launched a new version of our social media calendar. To share the news again, but in a different way, we created a visual quote from our Product Manager.It can be helpful to see what other people are posting, too, or if anything relevant is trending. If a news story broke that will have an impact on your industry, share your thoughts. If it’s International Coffee Day and you sell alternatives to milk, create a graphic that ties the two of them together.
    In the month of October, everyone’s talking about scary movies. Snack brand Partake Foods jumped on the trend by creating pairings between film favorites and their treats.Also look at your best-performing posts to see what topics your audience enjoys, then make use of each platform’s different features to test out new content along those themes. Try carousels on Instagram’s feed, or use the engagement tools in Stories. Go live on Facebook, or write a LinkedIn article. You might discover that your audience engages more with a different kind of post, and you would never have known that if you didn’t push yourself to try something new.
    Bonus: Buffer’s Head of PR, Hailley Griffis, offers even more ideas for consistently coming up with new content in this article.
    3. Create a Backlog
    As you continue to brainstorm content ideas, create a running list of things you like and want to test. These aren’t action items you need to do something about right away. Instead, they’ll offer inspiration the next time you’re stuck for something to post.
    Create a saved folder on Instagram of things you’ve seen other brands do, take screenshots of Facebook posts you like, or pull links from LinkedIn that you’d like to emulate. These will be great thought-starters and reminders of how to push yourself the next time you need it.
    Creating content can feel like a monumental task, for small businesses and massive influencers alike. The next time you feel stuck, use it as a growth opportunity. Push yourself to stick to your cadence, brainstorm something new and different to share, and then see how your audience reacts. You just might be onto something.
    Need some help planning your content? Check out our recent post on “How to Save Time Planning and Creating Social Media Content.”
    Have a question you’d like us to answer? Send us a tweet and use #AskTheBufferTeam.

  • #OnHoldWith: Announcing The Ten Worst Hold Time Offenders of 2021

    2021 was an incredibly innovative year. Remote and hybrid work officially entered the mainstream, shifting entire industries in the process. Great strides were made in AI assistive technology to create an easier, more human experience. Overall, it’s safe to say the world is more advanced and more connected than ever.
    So why does hold time still exist? It’s a fair question, considering that call-back technology has been around for over 20 years. Sure, the contact center industry has never been known for embracing cutting-edge technology. But the frustration of waiting on hold is universal, and agents hate long queues as much as customers hate waiting on them.
    Over the past two years, industry trends have shown the number of contact centers using call-backs rising dramatically. Still, long hold times continue to plague customers to this day. And trust us, they are not happy about it. If you haven’t been listening, we’ve got the scoop on the worst hold time offenders from this past year.
    Brace yourself… this isn’t going to be pretty.
    Contact Center Trends: Industry Report 2022
    Worst Industry to Call in 2021
    Before we begin naming-and-shaming the worst offenders, let’s look at the big picture.

    The financial services industry is leading the pack for worst hold times. They are followed closely by the airline industry, which incidentally swept our top ten list. Rounding off the top three is the telecommunications industry.
    These industries already have a bad rap for poor customer service, and their customers are not afraid to share their thoughts about the matter.

    Why does @BankofAmerica have me on hold for over 30 minutes? It shouldn’t take so long to get ahold of a human-being
    — young escobar-ess (@meaggiimoo_) December 3, 2021

    @SpiritAirlines I’ve been trying for hours to manage travel and book a flight. I’ve been on hold for almost a hour. I’m so disappointed
    — Ash (@Motivated_Ash) December 2, 2021

    59 minutes on hold with @RogersHelps What a way to spend a Friday night 🤬🤬🤬
    — Robyn Rosen Codas (@RRCodas) October 30, 2021

    Most Improved Customer Hold Time
    Let’s pause for some good news and recognize a business who has made considerable improvement since last year.
    At the height of the pandemic, EasyJet took fourth place for worst hold times. We’re pleased to share that they seem to have improved their service considerably, with only a fraction of social media complaints for their hold times compared to this time last year.
    Now without further delay, let’s dive into our top ten hold time offenders of 2021…
    This Year’s Top 10 Worst Hold Time Offenders
    10. T-Mobile
    This prominent telecommunications business is no stranger to long hold times. T-Mobile placed 8th on this list last year, and despite their efforts to improve, it wasn’t enough to escape the top ten.
    Having to call the phone company about your phone is bad enough without having to wait for a half hour.

    @TMobile after waiting on hold for 30 minutes, I was told sorry, the machine said we can’t help you now call again later and now it just rings busy. My phone will not work till i get someone on phone with tmobile. Help please.
    — Jace Gordon (@agentjgordon) November 29, 2021

    If you’re going to make a bold statement on your phone menu, you need to be able to back it up.

    I’ve been on hold with @TMobile for like an hour now and all I keep hearing is the automated voice saying “T-Mobile customers are the happiest” let me be the first to let yk that’s a lie
    — J (@J63962849) November 30, 2021

    Acquiring new customers only to disappoint them on the first day. Not a great start, T-Mobile…

    @TMobileHelp on hold for almost an hour to speak to rep. not a great way start first day as a customer with t mobile.
    — Piyush (@piyushailawadi) November 30, 2021

    9. Chase Bank
    Our top-placing hold time offender from last year has moved to 9th place. While they no longer hold the title of Worst Hold Time Offender, it seems they still have a considerable amount of work to do…
    The fact that this customer is able to empathize with the company even after an hour on hold is impressive.

    More than an hour on hold with ⁦⁦⁦@Chase. Hate this labor shortage. Need more variety of hold music. pic.twitter.com/8LA22T4JeC
    — RMLabs (@LabsRm) November 18, 2021

    When someone takes the time to discourage their network from using your services, you’re probably doing something wrong.

    I have been on hold for a deposit concern with chase bank, now for 2 hours and 50 minutes! I don’t recommend using chase for banking!
    — 🇬🇧🏴󠁧󠁢󠁥󠁮󠁧󠁿StuHR🏴󠁧󠁢󠁥󠁮󠁧󠁿🇬🇧 (@iammanutd00) November 20, 2021

    If you still don’t believe people will leave your brand due to long hold times, this tweet might be a rude awakening.

    @Chase you guys are the worst bank in the world I love being on hold for over an hour and having my call be disconnected twice!! Can’t wait to close my account with you guys. u suck
    — LM (@leximoreno) November 27, 2021

    8. WestJet
    With more relaxed travel restrictions, airlines have been overwhelmed with queries from concerned travelers. WestJet is one of many that left their callers fuming in queue.
    At least the emojis take some of the sting out of this post.

    My time on hold with @WestJet was longer then this layover between flights 🤪✈️🤪📞🐕🐶
    — Kurt Arnold (@kurtarnold_kurt) December 1, 2021

    Call-backs are great, but they’re not a replacement for proper communication with your customers.

    Still on hold with @WestJet on a SCHEDULED CALL BACK.Going on 1:44 at this time.
    How hard is it to acknowledge this, and keep me informed? Haven’t talked to a person in over 90 minutes pic.twitter.com/YkixWT8kUr
    — Anvilsmash (@Anvilsmash) November 25, 2021

    “Disappointed and unheard.”

    @WestJetWell. Now after 7 hours on hold with no response on my Twitter including DM or Facebook msgr. I’m feeling disappointed and unheard here
    — Hijinx (@Hypno_Hijinx) November 24, 2021

    7. JetBlue Airways
    This airline didn’t fare much better, leaving their travelers with more problems than just the holiday blues…
    Customers don’t consider the quality of your support channel-by-channel. To them, it’s a single, unified experience — and if you drop the ball, they’ll let you know.

    @jetblue online booking has been crashing for 2 days. Was on hold with customer support for 3 hours today and they couldn’t book flight then dropped the call. Someone should be fired.
    — Marc Singer (@marcsingertweet) November 15, 2021

    At least this customer has a sense of humor about their predicament…

    Don’t ever assume I’m freeI could be on the 89th minute of being on hold with jetblue for all you know
    — lexi (@alexaplottin) November 9, 2021

    The sad part is how hard this person tried to give JetBlue their business. 

    OK @JetBlue – you win. After 2 hours and 40 minutes on hold without speaking to anyone, I give up. You don’t need to pay anyone to answer my question. I’ll fly another airline. https://t.co/eag9W03pna
    — Derek Newton (@DerekTNG) November 20, 2021

    6. Southwest Airlines
    Airlines continue to dominate our list as Southwest swoops in to snag 6th place.
    Travelling isn’t always a vacation. This poor customer just wants to pay their respects to a loved one…

    @SouthwestAir I woke up this morning to find out about flights being delayed. I have a funeral to get to. On hold for more than 2 hours ….
    — Farias (@Farias74156656) October 12, 2021

    MAKE. IT. RIGHT.

    @SouthwestAir I’ve been placed on hold for a call back 4 times. The call instantly hangs up after I pick up. Paid for a flight and never got a confirmation number. Make it right!
    — Zach Copeland (@Zach__Copeland) October 15, 2021

    When your company makes a mistake and you place the burden on your customer to reach a resolution, that’s poor service.

    @SouthwestAir You lost my son’s bag on flight 29O9R5, I have been on hold for over an hour acquiring about incident report BUFWN39399398. My son had his nebulizer in his bag along with other valuables. I would never recommend this airline to anyone! Answer your f***ing phone SW pic.twitter.com/co2k98l70r
    — Kimberly Livingston (@HelloListen1) November 6, 2021

    5. Verizon
    In a highly connected world, telecommunications are an essential part of daily life. So when their service is interrupted, it makes sense that these customers have no patience for wasted time.
    They’re not wrong, Verizon. Call-backs can make all the difference in a customer’s experience!

    @Verizon it would be awesome if you had a callback option for your customer service because waiting on hold for 30 minutes+ because my texts aren’t working since the last time I spoke to a rep is a hassle. It is also costing me $$
    — Josie Long (@LavieJosie) November 26, 2021

    When callers start to critique your choice of hold music, you MIGHT have a hold-time issue. Just saying.

    I’m on hold with @VerizonSupport and they have exactly one, two minute long bit of jazzy hold music. I mean, it’s not bad but after 10 reps it’s getting old.
    Pretty sure as the most expensive mobile carrier in the US they can afford to license more than one song.
    — Kendall Miller (@kendallmiller) November 30, 2021

    Customers don’t see what’s happening behind the scenes. Leaving them on hold is the equivalent of ghosting them. How rude.

    @VerizonSupport does anyone work at your call centers? Two days I’ve been trying to get ahold of you, both on hold for 45 mins.
    — Glenmore Vinoya (@gvinoya) December 1, 2021

    4. IRS
    Ah, what would this list be without the IRS? Aside from being the butt of many a joke, government services are known for being a huge pain to deal with. Honestly, we’re surprised more of them didn’t make this list…
    Same…

    On hold with the irs can’t believe I’m still going through the same bs 2 years later tf
    — LavishWigsByJayy👑 (@JayyEnvyMe) December 6, 2021

    You should never have to choose between customer service and basic hygiene.

    Been on hold with the IRS for 2 hours…so I risk it and take a shower?
    — haylee (@xxhayleekat) November 19, 2021

    New rule: if they make you wait more than 30 minutes, you don’t have to pay taxes. That’s fair, right?

    I have been on hold with the #IRS for more than 2 hours to pay them. You would think that the #InternalRevenueService would want my money any way that they could get it, right???? pic.twitter.com/vir3BdBZhh
    — Steven D. Morris (@gatlic1974) November 30, 2021

    3. Virgin Media
    Placing 6th last year, Virgin Media decided to go against their better senses climbing into third place. In this case, the phrase “any press is good press” doesn’t really apply.
    The only thing ruder than ghosting your customers is hanging up on them.

    @virginmedia I just got through a customer service agent after being on hold for 50 minutes – when I started explaining the issue the line went dead😡I have also tried your online messaging service…no one has replied! This is outrageously poor service. Can I request a callback?
    — Andrea Woods-Murphy (@andie_woods) September 30, 2021

    Did the polite, diplomatic approach pay off for this person? Likely not…

    Hi @virginmedia Is there a quicker way to get to speak with you? I’ve been on hold with you since what feels like the beginning of time. I’m now out of contract with you and would like to renew but fed up waiting. Thanks.
    — Life In A Northern Town (@lifeinanthntwn) October 28, 2021

    The science checks out: long hold times will make your customers quit your brand. 

    I eventually got through after being on hold for about 30-minutes and then I got moved around to two different departments so after 50 minutes I just hung up I’ve about 2 months left on my contract so I will wait until it expires then I’m going to move but thanks for your reply
    — james cullen (@cullenjay01) November 18, 2021

    2. American Airlines
    Our runner up this year for worst hold time is the one and only American Airlines. At this point, we don’t have much more to say about the airline industry, so we’ll let these customers say it all.
    YIKES.

    Was just literally on hold with @AmericanAir for over 3 hours to make a change that took less than 5 minutes 😩 #fridaynight
    — Dirty Dianna (@diabolique21) November 20, 2021

    They were given a rare second chance with a customer, and they squandered the opportunity.

    @AmericanAir now I remember why I stopped flying your airline. Said I would be on hold for 20 minutes. Now up to 75 minutes…and this music is driving me nuts!! Staff up properly when you know calls will be above normal!!!
    — Andy Brusman (@andybrusman) November 30, 2021

    They basically destroyed their customer’s property and started dodging calls. 

    Been on hold for a long long time with American Airlines. They had broke my hockey helmet and hockey cage. @AmericanAir I need an answer. Can’t be on hold forever
    — Meredith 👉🏻👈🏻🇺🇸 (@hckyplayer20) November 20, 2021

    1. Delta Airlines
    No need for a drumroll – Delta Airlines clearly has enough hold music to play themselves out. Moving up to the most (un)coveted position, it seems they’re on a mission to make their customers miserable.
    That is TERRIFYING. Hopefully they’re all okay…

    @Delta been on hold for 30 minutes worried that my family members are being put on a flight that isn’t safe. They are smelling fuel and aren’t being given information.
    — Carly Ivette Rdz (@CarlyFries91) December 1, 2021

    Soothing jazz music isn’t enough to calm the rage of your customers.

    @Delta DO YOU GUYS EVER TAKE PEOPLE OFF OF HOLD ON YOUR CUSTOMER SERVICE LINE?? BEEN ON HOLD FOR AN HOUR AND A HALF AND THE JAZZ MUSIC, WHILE PLEASANT, IS GETTING REALLLYYYYYY OLD… making a bad experience worse :,)
    — AMCC’s Nicest (@sarahmarinoo) November 30, 2021

    Ouch.

    5 hours on hold to speak to someone? You don’t deserve your customer service award, Delta! https://t.co/jkPNS6MFo2
    — Happy Tweeter (@tweeter33335) November 8, 2021

    This customer ended up writing an entire article about his experience with Delta in the New York Times.

    I waited 90 minutes for Delta on Monday. The flight took off. “275 Minutes on Hold: Why Airline Customer Service Still Can’t Keep Up” https://t.co/k4Z42tSJy7
    — Dave Cullen (@DaveCullen) November 12, 2021

    Remember, even a single interaction can make an impression on your customers for life. And they don’t need to be a celebrity to voice their frustrations. Unfortunately for Delta Airlines, they’ve already made a pretty strong impression on comedian and SNL alum, John Mulaney, who shared his experiences with the airline on stage.

    The post Blog first appeared on Fonolo.

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