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View Diary: Is customer service dead? (61 comments)

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  •  Most of my interaction with customer service (5+ / 0-)

    is via the phone. I always make it a point to listen to the person's name, and refer to them by name throughout the conversation. It's not only more pleasant, it creates accountability. My last job, which I did for only 9 months to get a little savings after retiring, was tech support for iPod. I didn't have an iPod, and knew nothing about them. The training was poor, and cut short due to immediate need. So we had a case of the blind leading the blind. It was frustrating for a month or so, but eventually it became much easier. Perhaps some of the people you have encountered (minus the sandwich maker) are just poorly trained, and are embarrassed to admit that they just don't know. It's hard to earn a living these days, especially for low-wage workers. Try to be patient. Getting angry doesn't help anyone.

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