‘Listen closely, as our options have changed’: Why all the changes?

I was on the phone with the fine folks at a large retailer the other day, but before I got to talk to a person, I went through the chain’s automated system so I could be directed to the proper department.

“Listen closely, as our options have changed.”

The familiar robotic voice we’ve likely all heard when we’ve needed some sort of customer service via some sort of company always seems to tell me that “options have changed” when it comes to the proper button on my phone to press or the options available to me.

What was wrong with the system previously? It seemed to work just fine to me.

My theory: The options have not changed, but we’re being told there was a change so we’ll pay attention.

 

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