Ten minutes to write. Less time to read.

I like email as much as the next person; in fact, my program is set up to send me a little pop-up whenever I receive a message, so I’m never too far behind. At the same time, I like the telephone; and it is becoming more and more difficult to reach a human being by using that instrument these days.

I’ve written about this before, but the latest frustrating experience occurred today and is still fresh in my mind. It’s different from the others too, since I felt a small sense of victory when the American Express representative and I finally hung up.

Her name was Barbara and she was most proficient in answering my questions. When that was done, she offered the usual “Is there anything else I can help you with today?” closing. And, although I think her question was merely a courtesy, there was something else. Something that really bothers me, not only on the American Express web site but also on many other major company sites.

“I’m wondering,” I said, “where I can find your company telephone number on your web site. I searched and searched and it was nowhere to be found. I finally had to hunt and peck for a number off my credit card and spend several minutes haggling with an automated voice to reach a human in the wrong department who could then help me reach you.”

Barbara was nonplussed, and together we went on the American Express web site, she in her cubicle and me in my home office, to find the elusive telephone number. Oh, there were ways to contact the credit card giant, but they all required sending an email and hoping for one in return. That isn’t my definition of prompt service.

After approximately two minutes Barbara admitted that the particular telephone number I needed to reach the specific department I wanted was not listed on the web site. In the past when I’ve sung this particular whine, the representative on the other end of the line has never taken any time to empathize, much less agree, with me. Barbara, to her credit, not only acknowledged that easy communication is important but also promised to report my difficulty in achieving it to her higher-ups in the hope of remedying the situation. Maybe she will; maybe she won’t. But I felt heard.