{"id":1270,"date":"2025-03-31T17:55:44","date_gmt":"2025-03-31T16:55:44","guid":{"rendered":"https:\/\/www.data-pro.nu\/?p=1270"},"modified":"2025-03-31T17:55:44","modified_gmt":"2025-03-31T16:55:44","slug":"u-moet-1200-bellen-een-tragikomedie-in-meerdere-bedrijven","status":"publish","type":"post","link":"https:\/\/www.data-pro.nu\/en\/u-moet-1200-bellen-een-tragikomedie-in-meerdere-bedrijven\/","title":{"rendered":"\u201cYou need to call 1200\u201d \u2013 A tragicomedy in multiple companies"},"content":{"rendered":"

\"\"Chapter 1 \u2013 The fall of the smartphone<\/strong><\/h3>\n

My beautiful phone is broken. The inner screen doesn't work anymore. Don't panic: I have a warranty and a Business Extra package from KPN. This means: courier at home and a loan device for as long as the repair takes. Don't worry, I thought. But I should have Googled \"Kafka + Customer Service + KPN\".<\/p>\n

\n

\u201cThe expectation was premium service. The reality: a premium maze.\u201d<\/em><\/p>\n<\/blockquote>\n

\n

Chapter 2 \u2013 The Walk to Nothingness<\/strong><\/h3>\n

On Wednesday 25 March<\/strong> I walked optimistically into the KPN store. Tight plan, right? Just swap it out. But that's where the misery began:<\/p>\n

\u201cYou are a business person? Then we can't help you. You must call 1200.\u2019<\/p>\n

\u201cBut I'm here now?\u201d<\/p>\n

\u201cYes, but you need to call. Then you will also receive a loan device. We cannot do that.\u2019
So I was standing in the parking lot in front of the store, continuing my own customer journey via an automated telephone line.<\/p>\n

\n

\u201cSometimes being physically present is not enough to exist as a customer.\u201d<\/em><\/p>\n<\/blockquote>\n

\n

Chapter 3 \u2013 The robot sends an e-mail<\/strong><\/h3>\n

1200 calls provide an automated voice, which sends me a text message with a link. I use this link to register my device at home. A day later I receive an email with instructions to use my phone to be sent<\/strong>. Wait a minute... send it? Didn't I have a courier service?<\/p>\n

\n

\u201cDigital convenience only becomes complicated when no one understands what it should do.\u201d<\/em><\/p>\n<\/blockquote>\n

\n

Chapter 4 \u2013 \u2018Patience please\u2019 is the new \u2018I will help you\u2019<\/strong><\/h3>\n

Friday 28 March<\/strong> I'll call customer service. \u2018All going well, sir!\u2019
\u2018Yes, but...\u2019
\u201cTut tut, please be patient.\u201d
Monday 31 March<\/strong> I'll call again. Same answer. And again that nasty gut feeling: Something's not right here.<\/p>\n

\n

\u2018When \u2018everything goes well\u2019 sounds more often than \u2018I see what you mean\u2019, you know: it's not going well.\u201d<\/em><\/p>\n<\/blockquote>\n

\n

Chapter 5 \u2013 The turn of the plot at 5 p.m.<\/strong><\/h3>\n

Around 5 p.m., I'll take a last guess. \u201cOkay, sir, this is not going well at all. You had 0800-0403<\/strong> You have to call and there personal<\/strong> need to log in to your device.\u2019
So I'm calling 0800-0403.
Withdrawal period: 20 minutes.
The employee answers the call and I explain my story. Her reaction?<\/p>\n

\n

\u201cYou must call 1200.\u201d
\"Go ahead!\" I say. And I give a short, sharp summary of my adventure so far.<\/p>\n<\/blockquote>\n

Then there's the blow to the flames:<\/p>\n

\n

\u2018Ah... wait a minute... you're calling now large business<\/em>. You are probably small business<\/em>. In that case, you must 088-0402<\/strong> call. This is just KPN, but then another branch.\u2019<\/p>\n<\/blockquote>\n

I repeat that I have taken out a subscription \u2014 with KPN. And that I have been in contact \u2014 with KPN. But apparently it was the wrong KPN.<\/p>\n

\n

\u201cSometimes one organisation is more like a collection of islands without bridges.\u201d<\/em><\/p>\n<\/blockquote>\n

 <\/p>\n

\n

Chapter 6 \u2013 The climax: service without service<\/strong><\/h3>\n

The employee acknowledges that I am right, but unfortunately: The repair service is already closed. She gave me three phone numbers. No promise, no confirmation. Just: Good luck tomorrow.
In the background, after yet another moment of repetition and denial, my wife shouts:
\u2018WHAT A BAD SERVICE!\u2019<\/strong>
She's right.<\/p>\n

\n

\u201cSometimes one scream says more than 20 conversations.\u201d<\/em><\/p>\n<\/blockquote>\n

\n

Chapter 7 \u2013 Postscript: The Smile After the Storm<\/strong><\/h3>\n

As a client, I don't want prince treatment. I want clarity, succession and ownership. If an organization sells premium service, the route to help shouldn't be an obstacle course. I'm not talking about the phone. It's about respecting time, clarity in communication and human involvement.<\/p>\n

\n

\u201cService is not a promise on paper, but an experience in practice.\u201d<\/em><\/p>\n<\/blockquote>","protected":false},"excerpt":{"rendered":"

Chapter 1 \u2013 The fall of the smartphone My beautiful phone is broken. The inner screen doesn't work anymore. Don't panic: I have a warranty and a Business Extra package from KPN. This means: courier at home and a loan device for as long as the repair takes. Don't worry, I thought. But I should have Googled \u201cKafka [...]<\/p>","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"advanced_seo_description":"","jetpack_seo_html_title":"","jetpack_seo_noindex":false,"ocean_post_layout":"","ocean_both_sidebars_style":"","ocean_both_sidebars_content_width":0,"ocean_both_sidebars_sidebars_width":0,"ocean_sidebar":"0","ocean_second_sidebar":"0","ocean_disable_margins":"enable","ocean_add_body_class":"","ocean_shortcode_before_top_bar":"","ocean_shortcode_after_top_bar":"","ocean_shortcode_before_header":"","ocean_shortcode_after_header":"","ocean_has_shortcode":"","ocean_shortcode_after_title":"","ocean_shortcode_before_footer_widgets":"","ocean_shortcode_after_footer_widgets":"","ocean_shortcode_before_footer_bottom":"","ocean_shortcode_after_footer_bottom":"","ocean_display_top_bar":"default","ocean_display_header":"default","ocean_header_style":"","ocean_center_header_left_menu":"0","ocean_custom_header_template":"0","ocean_custom_logo":0,"ocean_custom_retina_logo":0,"ocean_custom_logo_max_width":0,"ocean_custom_logo_tablet_max_width":0,"ocean_custom_logo_mobile_max_width":0,"ocean_custom_logo_max_height":0,"ocean_custom_logo_tablet_max_height":0,"ocean_custom_logo_mobile_max_height":0,"ocean_header_custom_menu":"0","ocean_menu_typo_font_family":"0","ocean_menu_typo_font_subset":"","ocean_menu_typo_font_size":0,"ocean_menu_typo_font_size_tablet":0,"ocean_menu_typo_font_size_mobile":0,"ocean_menu_typo_font_size_unit":"px","ocean_menu_typo_font_weight":"","ocean_menu_typo_font_weight_tablet":"","ocean_menu_typo_font_weight_mobile":"","ocean_menu_typo_transform":"","ocean_menu_typo_transform_tablet":"","ocean_menu_typo_transform_mobile":"","ocean_menu_typo_line_height":0,"ocean_menu_typo_line_height_tablet":0,"ocean_menu_typo_line_height_mobile":0,"ocean_menu_typo_line_height_unit":"","ocean_menu_typo_spacing":0,"ocean_menu_typo_spacing_tablet":0,"ocean_menu_typo_spacing_mobile":0,"ocean_menu_typo_spacing_unit":"","ocean_menu_link_color":"","ocean_menu_link_color_hover":"","ocean_menu_link_color_active":"","ocean_menu_link_background":"","ocean_menu_link_hover_background":"","ocean_menu_link_active_background":"","ocean_menu_social_links_bg":"","ocean_menu_social_hover_links_bg":"","ocean_menu_social_links_color":"","ocean_menu_social_hover_links_color":"","ocean_disable_title":"default","ocean_disable_heading":"default","ocean_post_title":"","ocean_post_subheading":"","ocean_post_title_style":"","ocean_post_title_background_color":"","ocean_post_title_background":0,"ocean_post_title_bg_image_position":"","ocean_post_title_bg_image_attachment":"","ocean_post_title_bg_image_repeat":"","ocean_post_title_bg_image_size":"","ocean_post_title_height":0,"ocean_post_title_bg_overlay":0.5,"ocean_post_title_bg_overlay_color":"","ocean_disable_breadcrumbs":"default","ocean_breadcrumbs_color":"","ocean_breadcrumbs_separator_color":"","ocean_breadcrumbs_links_color":"","ocean_breadcrumbs_links_hover_color":"","ocean_display_footer_widgets":"default","ocean_display_footer_bottom":"default","ocean_custom_footer_template":"0","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"ocean_post_oembed":"","ocean_post_self_hosted_media":"","ocean_post_video_embed":"","ocean_link_format":"","ocean_link_format_target":"self","ocean_quote_format":"","ocean_quote_format_link":"post","ocean_gallery_link_images":"on","ocean_gallery_id":[],"footnotes":"","jetpack_post_was_ever_published":false},"categories":[32,31,23],"tags":[62,47,65,84,87,38,37,83,36],"class_list":["post-1270","post","type-post","status-publish","format-standard","hentry","category-persoonlijk","category-professioneel","category-tech","tag-fun","tag-gemak","tag-henro","tag-hoop","tag-klanten_anti_service","tag-onlogisch","tag-simplicity","tag-valvanmijnstoel","tag-wat-is-echt-belangrijk","entry"],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.data-pro.nu\/en\/wp-json\/wp\/v2\/posts\/1270","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.data-pro.nu\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.data-pro.nu\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.data-pro.nu\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.data-pro.nu\/en\/wp-json\/wp\/v2\/comments?post=1270"}],"version-history":[{"count":0,"href":"https:\/\/www.data-pro.nu\/en\/wp-json\/wp\/v2\/posts\/1270\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.data-pro.nu\/en\/wp-json\/wp\/v2\/media?parent=1270"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.data-pro.nu\/en\/wp-json\/wp\/v2\/categories?post=1270"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.da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