20+ years in various customer facing roles has shown me that customers rarely know what they’re talking about. And they are not capable of reading either. The size of any sign is inversely proportional to their ability to even notice it exists.
Oh I see here that your last login was quite a while ago so your account has probably been disabled due to inactivity you should have received some emails about that.
Oh, I don’t read emails you should have messaged me on teams.
*Bangs head on desk
It’s an automated system, we don’t know your account is going to get locked out. There are 5,000 people at this company, no one’s going to take the time to explicitly contact you. Read your damn emails.
I always assume anything written big, is also repeated in the smaller print, making the big writing safe to ignore, and therefore invisible. It works well about 0 times out of 10.
I’ve been accused by multiple customers of lying to them about how to access our bathrooms. I have no idea what their lives are like that they assume strangers would just do that to them for no reason.
Sure it is. We used to have crimped laundromat coins and if you put it in backwards, it wouldn’t work. This was baffling to people.
You’ve already made a significantly healthier assumption than that strangers seeing you in need want to lie to you.
I say “used to,” because we switched to a combination you enter on the door handle and they still can’t figure it out. Now they tell me there aren’t any buttons on the door handle.
Yeah, but when you DO know the system is totally fucked.
Calling customer service that have no cmie what they’re taking about either, pushing you through a script. One fun time my internet connection was broken and I called the provider. They walked me through all the windows settings to check if I had set up things correctly. I did run Linux, but hat set up Windows for other people so frequently that I knew how each dialog looked and how it’d respond to the failure, so I just lied. FINALLY in the end of the call that guy scheduled a reboot of my port on the provider’s DSLAM which made things work again…
(And no, not all customer service is like this. I also got amazing support of people who know what they are talking about, but they cost more for the companies than just outsourcing to the cheapest generic call center.)
I don’t know a single call centre where the level 2 agents don’t constantly complain about the utter incompetence of the level 1 agents, who appear to have never even used a mouse before.
They escalate tickets such as “the users screen is upside down”, and “callers operating system has changed to papyrus needs to be changed back”. Things that could have been fixed by both the first line service agent, and the caller, if either of them had bothered to do a 4 second Google search.
Recently, I’ve had everything I’ve said be completely ignored by the person taking my call. After calling back I eventually reached someone who did listen to me and was able to take action based on what I said. Sometimes, we do know what we’re talking about.
20+ years in various customer facing roles has shown me that customers rarely know what they’re talking about. And they are not capable of reading either. The size of any sign is inversely proportional to their ability to even notice it exists.
Hello my account is locked out.
*Checks the account, last login was 45 days ago
Oh I see here that your last login was quite a while ago so your account has probably been disabled due to inactivity you should have received some emails about that.
Oh, I don’t read emails you should have messaged me on teams.
*Bangs head on desk
It’s an automated system, we don’t know your account is going to get locked out. There are 5,000 people at this company, no one’s going to take the time to explicitly contact you. Read your damn emails.
I always assume anything written big, is also repeated in the smaller print, making the big writing safe to ignore, and therefore invisible. It works well about 0 times out of 10.
I’ve been accused by multiple customers of lying to them about how to access our bathrooms. I have no idea what their lives are like that they assume strangers would just do that to them for no reason.
Couldn’t possibly be a problem with accessing the bathrooms then.
Sure it is. We used to have crimped laundromat coins and if you put it in backwards, it wouldn’t work. This was baffling to people.
You’ve already made a significantly healthier assumption than that strangers seeing you in need want to lie to you.
I say “used to,” because we switched to a combination you enter on the door handle and they still can’t figure it out. Now they tell me there aren’t any buttons on the door handle.
Yeah, but when you DO know the system is totally fucked.
Calling customer service that have no cmie what they’re taking about either, pushing you through a script. One fun time my internet connection was broken and I called the provider. They walked me through all the windows settings to check if I had set up things correctly. I did run Linux, but hat set up Windows for other people so frequently that I knew how each dialog looked and how it’d respond to the failure, so I just lied. FINALLY in the end of the call that guy scheduled a reboot of my port on the provider’s DSLAM which made things work again…
(And no, not all customer service is like this. I also got amazing support of people who know what they are talking about, but they cost more for the companies than just outsourcing to the cheapest generic call center.)
The level 1 agents are always useless.
I don’t know a single call centre where the level 2 agents don’t constantly complain about the utter incompetence of the level 1 agents, who appear to have never even used a mouse before.
They escalate tickets such as “the users screen is upside down”, and “callers operating system has changed to papyrus needs to be changed back”. Things that could have been fixed by both the first line service agent, and the caller, if either of them had bothered to do a 4 second Google search.
Recently, I’ve had everything I’ve said be completely ignored by the person taking my call. After calling back I eventually reached someone who did listen to me and was able to take action based on what I said. Sometimes, we do know what we’re talking about.