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View Diary: True Tales of "Customer Rage" (15 comments)

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  •  I almost always have good interactions with (7+ / 0-)

    customer service people. I mean interactions that get me the help I wanted, but that also include a little friendly human communication alongside the script. Sometimes more than that - once I ended up talking with a woman at my credit card company about her uncommunicative teenage son, and suggesting a couple of books she could read that might help make sense of how he was acting. I am usually left reflecting on the fact that our economic situation is such that a lot of intelligent, competent and pretty humane people are doing this kind of work - people who should be doing something much more valuable and rewarding. I appreciate what they do, but it is a waste.

    Even when I am really frustrated and angry at a company, I try to say to the person on the phone, "Look, I know this isn't your fault, I'm not angry at you" and that helps a lot.

    What I truly abominate is those voice-activated phone menus...

    Higher Ground! That's what we deserve. And that's what we demand! -Rev. Barber

    by sfinx on Wed Aug 27, 2014 at 12:58:03 PM PDT

    •  Unfortunately, in many call centers, (8+ / 0-)

      that customer service rep would have been reprimanded for spending too much time on that one call. I remember that tactic from years ago working for "the phone company" as an operator -- part of our performance review was the measure of how many calls we took in an average hour -- ultimately measuring how quickly we got off each call...

      •  I am careful to do this only when (4+ / 0-)
        Recommended by:
        G2geek, viral, AJayne, this just in

        we're waiting for something else to happen--the computer to produce some piece of information, etc. But in fact you can have a human interaction surprisingly quickly, in the interstices of the call, if you try.

        Higher Ground! That's what we deserve. And that's what we demand! -Rev. Barber

        by sfinx on Wed Aug 27, 2014 at 01:49:55 PM PDT

        [ Parent ]

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