Madrid, Spain: Spanish consumers are tired of hearing computerized answering machines to resolve their issues and the government too wants to make it obligatory for companies to offer human support whenever a customer calls.
On Tuesday, Spain’s left-wing coalition government presented a customer service bill in order to end the nerve-shattering, one-sided conversations. The bill will need the approval of Spain’s Parliament before it can become law.
Consumption Minister Alberto Garzón said, “Customer service is a critical part of our relations with consumers which unfortunately and far too often causes endless headaches for Spanish families because far too many companies create bureaucratic labyrinths to stop you from exercising your right to service.”
“These are difficulties which unfortunately waste an enormous amount of energy, time and money.”
If the bill is enacted, companies will have to answer calls within three minutes. Thus reducing long wait times. Utilities, phone, internet and other basic service providers, will have to offer 24/7 customer service, 365 days a year. While all the other companies will have to provide customer service during working hours and all complaints will have to be answered within 15 days.
The law will apply to all utility providers, regardless of their workforce. The fines will range from 150 euros to 100,000 euros ($160-$106,000) if a company breaks the law.
Source: The Associated Press
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