Spain orders companies to have a human in their customer service, with a maximum waiting time of 3 minutes

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espana ordena a las empresas disponer de un humano en sus servicios de atencion al cliente.jpg
espana ordena a las empresas disponer de un humano en sus servicios de atencion al cliente.jpg

If you live in Spain, it is likely that when you call the bank or a service company you will almost always be serviced by a machinea robot that offers you a series of options followed by an instruction, telling you to press the number of the option that fits your need or problem to activate the corresponding course of action in that case.

For many, this can be annoying as they do not have the possibility of communicating with someone who is part of the human personnel of the companymainly in case the situation you want to raise is outside the conventional parameters covered by the automatic attendant.

With this in mind, the Spanish government has taken the initiative to make companies adopt the policy of making a human employee available to their customers in the service area, so that they are available when someone requires their service.

The measure would form part of a draft customer service law presented by the leftist coalition government of Spain, although it must still wait for it to be approved by the Spanish Parliament for its execution. Regarding this, Alberto Garzón, minister of consumption pointed out:

Customer service is a fundamental part of our relationships with consumers that, unfortunately and too often, causes endless headaches for Spanish families because too many companies create bureaucratic labyrinths to prevent the right to service from being exercised.

Also, it is expected that this bill will put an end to the long waiting times to which customers are subjected, giving a maximum of three minutes to the customer service operator to answer calls.

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Once this law is implemented, the utility companies they must make their customer service available permanently, that is, 24 hours a day, 365 days a year, while the rest of the companies must do so during business hours.

Also, it will be given within 15 days to respond to the client about their situation regarding the service. Those companies that fail to comply with the regulations issued by the government will be sanctioned with a fine of between 150 euros and 100 thousand euros.