Who knew there was such a convention? I never figured Call Center people got together to discuss their business because to me the business never seems to change!
This was a very informative article, Jane. Thanks for taking the time to write it. However, (you might've anticipated there would be a "however") you didn't mention the one thing that really bugs me the most about customer support. Especially those that answer my call with a foreign accent. I don't mind that the person is talking to me from another country. What bugs the hell out of me, though, is the annoyingly predictable script they all regurgitate.
After you state your issue, they invariably come back and repeat the issue to you. "I understand, Miss Diane, that you want to know why we charged you for your purchase twice." Yeah, that's what I just said! Why is this person repeating it to me? BECAUSE THEY ARE READING FROM A MANDATORY SCRIPT!
This annoying type of dialogue continues throughout the call. I may be contacting the company because I did not get the item I ordered,although I have received an email telling me it has been delivered. I relay this to the customer service agent and, predictably, they respond with, "I understand you did not receive the delivery. Is that correct?" yeah, that's what I just said!!
"Hello," I might say. "I need to return an item I just received because it doesn't fit right. How do I get a return label?" And don't you know it - the customer service agent responds by saying, "I hear you say that you ordered some thing that doesn't fit you and you need to return it but you don't have a return label. Is that correct?" My response is something like, "Grrrrrrrrrrr. Yes, THAT IS WHAT I JUST SAID!!!"
All of this and unnecessary banter only serves to prolong the agony for the customer when they contact a service agent. So why do they keep insisting on these insipid scripts?
I'm wondering if this topic came up at the convention-- and if so, Jane, I would love to hear the company answer as to why they think it's a good idea.
Oh Diane, I’m laughing. That did not come up in the panels I was involved in, but I should’ve thought to bring it up! All I can figure is that training and legal demand that they repeat your statement back to you to make sure they heard you right. What I get tired of is the whole script at the end of the conversation. Seldom does the call just sign off with, “Is that all?” “Yes, thank you.” “Thank you. Goodbye.” No, there’s all the stuff that legal (or whomever) makes them say…
who knew there was such a thing as “customer service”
anymore? the AI component
is absolutely maddening and
counter productive. my wife and I often joke about the worst offenders…and banks
are the leader in the clubhouse, but only by a small thin margin….so much of it a waste of your time. seems like it’s designed specifically to discourage customers from
“bothering” companies with their concerns. It ranges from
useless to even worst. and the
chat bots…and the verification
and on and on…Jane, you found a raw nerve with this one…also, enlightening.
I was really irate at something a company did to me but when I called CX I began by telling the young woman that I was really, really upset but I also knew that she had nothing to do with creating the problem and to just remain calm if I started yelling and that I would try not to yell at her. It turned out very well.
Good article. I have the same problem with customer service. I only go to customer service if I can't figure it out. And usually, those are tail issues the AI chat bots can't handle or were not trained to handle. I need to talk to a human. They keep making it harder and harder to talk to a human. I am glad I am not the only one.
Thanks for the tip on using a taxi in Vegas. I will try it next time I am in Vegas. I never would of thought taxis were cheaper than Uber. It use to be the other way around. I thought Uber would kill off the taxis. I guess greed on the part of Uber and their drivers are making it just another taxi service instead of a game changer.
I was glad to hear about the software that takes the pain out of communicating with people who aren't American. I don't want to be an ugly American who thinks everyone should sound like me, but sometimes the accents really get in tge way. Software to reduce this problem would, I'd think, be very welcome in many situations.
i think customer service strives to just have the customer go away. and the AI versions are by software people who don't know what the customer truly needs or is not fully aware of what the company does.
recently i called SCE on my electric bill. i felt it should be much lower as i have had solar since 2005. yet the AI bot(head) didn't understand i needed a person versed in SOLAR. and i didn't even get a human. I paid no more than $200 per year yet now i've paid $600 going into the long days of summer and wondering WTF is this all about?
my CPAP stopped interfacing with the sleep diagnostic website and again their customer service people (Venezuela?) have strong accents and didn't know what i was talking about. the company cop out was/iis to have me leave name-number and they will (never) call me back.
further work with best buy on a simple need of IT with a printer is still another test of patience so i'm doing a day or three of breathing exercises to prepare for this call......
service is gone in USA. with our current min wage laws, none of these people want to be there. not even the subcontractors from Venezuela or Philippines or even Tennessee.
i imagine the trade show excites the companies who outsource the work so they can tell their bosses they have a new list of people they can send request for quotes to.
My sister has used CPAP machines for many years and the customer service is horrible. Incomprehensible foreign accents, long wait times, and then when you do get someone on the line that you can understand, they won't honor their warranties. All they want to do is sell new ones.
"Chat with a human" is my catchphrase in these interactions. Actually, I feel that recently I am connected much faster than a few months ago. I am glad that texts or emails to Jane Wells always connects to that species.
Still just the biggest fan of your storytelling. Thanks so much, Jane. I enjoyed learning this...
Who knew there was such a convention? I never figured Call Center people got together to discuss their business because to me the business never seems to change!
This was a very informative article, Jane. Thanks for taking the time to write it. However, (you might've anticipated there would be a "however") you didn't mention the one thing that really bugs me the most about customer support. Especially those that answer my call with a foreign accent. I don't mind that the person is talking to me from another country. What bugs the hell out of me, though, is the annoyingly predictable script they all regurgitate.
After you state your issue, they invariably come back and repeat the issue to you. "I understand, Miss Diane, that you want to know why we charged you for your purchase twice." Yeah, that's what I just said! Why is this person repeating it to me? BECAUSE THEY ARE READING FROM A MANDATORY SCRIPT!
This annoying type of dialogue continues throughout the call. I may be contacting the company because I did not get the item I ordered,although I have received an email telling me it has been delivered. I relay this to the customer service agent and, predictably, they respond with, "I understand you did not receive the delivery. Is that correct?" yeah, that's what I just said!!
"Hello," I might say. "I need to return an item I just received because it doesn't fit right. How do I get a return label?" And don't you know it - the customer service agent responds by saying, "I hear you say that you ordered some thing that doesn't fit you and you need to return it but you don't have a return label. Is that correct?" My response is something like, "Grrrrrrrrrrr. Yes, THAT IS WHAT I JUST SAID!!!"
All of this and unnecessary banter only serves to prolong the agony for the customer when they contact a service agent. So why do they keep insisting on these insipid scripts?
I'm wondering if this topic came up at the convention-- and if so, Jane, I would love to hear the company answer as to why they think it's a good idea.
We always look forward to your next post!
Oh Diane, I’m laughing. That did not come up in the panels I was involved in, but I should’ve thought to bring it up! All I can figure is that training and legal demand that they repeat your statement back to you to make sure they heard you right. What I get tired of is the whole script at the end of the conversation. Seldom does the call just sign off with, “Is that all?” “Yes, thank you.” “Thank you. Goodbye.” No, there’s all the stuff that legal (or whomever) makes them say…
We would love to see the 'flowchart' that is the script...
so far AI is not showing much brainpower
Fun read! When I reach my chatbot pain threshold I revert to "Speak to a HUMAN BEING"...seems to work.
who knew there was such a thing as “customer service”
anymore? the AI component
is absolutely maddening and
counter productive. my wife and I often joke about the worst offenders…and banks
are the leader in the clubhouse, but only by a small thin margin….so much of it a waste of your time. seems like it’s designed specifically to discourage customers from
“bothering” companies with their concerns. It ranges from
useless to even worst. and the
chat bots…and the verification
and on and on…Jane, you found a raw nerve with this one…also, enlightening.
be proud Carl ~ not 1 F bomb!
I was really irate at something a company did to me but when I called CX I began by telling the young woman that I was really, really upset but I also knew that she had nothing to do with creating the problem and to just remain calm if I started yelling and that I would try not to yell at her. It turned out very well.
i've done this. i tell them "after pushing various buttons and being on hold for 27 minutes my BP is pretty high and we haven't even chatted yet!"
Good article. I have the same problem with customer service. I only go to customer service if I can't figure it out. And usually, those are tail issues the AI chat bots can't handle or were not trained to handle. I need to talk to a human. They keep making it harder and harder to talk to a human. I am glad I am not the only one.
Thanks for the tip on using a taxi in Vegas. I will try it next time I am in Vegas. I never would of thought taxis were cheaper than Uber. It use to be the other way around. I thought Uber would kill off the taxis. I guess greed on the part of Uber and their drivers are making it just another taxi service instead of a game changer.
Most cities I would opt for Uber. But Vegas has flat rates for taxis to the Strip — no surge pricing.
Good to know
I was glad to hear about the software that takes the pain out of communicating with people who aren't American. I don't want to be an ugly American who thinks everyone should sound like me, but sometimes the accents really get in tge way. Software to reduce this problem would, I'd think, be very welcome in many situations.
This is a good one! Thanx for the inside scoops.
i think customer service strives to just have the customer go away. and the AI versions are by software people who don't know what the customer truly needs or is not fully aware of what the company does.
recently i called SCE on my electric bill. i felt it should be much lower as i have had solar since 2005. yet the AI bot(head) didn't understand i needed a person versed in SOLAR. and i didn't even get a human. I paid no more than $200 per year yet now i've paid $600 going into the long days of summer and wondering WTF is this all about?
my CPAP stopped interfacing with the sleep diagnostic website and again their customer service people (Venezuela?) have strong accents and didn't know what i was talking about. the company cop out was/iis to have me leave name-number and they will (never) call me back.
further work with best buy on a simple need of IT with a printer is still another test of patience so i'm doing a day or three of breathing exercises to prepare for this call......
service is gone in USA. with our current min wage laws, none of these people want to be there. not even the subcontractors from Venezuela or Philippines or even Tennessee.
i imagine the trade show excites the companies who outsource the work so they can tell their bosses they have a new list of people they can send request for quotes to.
My sister has used CPAP machines for many years and the customer service is horrible. Incomprehensible foreign accents, long wait times, and then when you do get someone on the line that you can understand, they won't honor their warranties. All they want to do is sell new ones.
yep. crazy how lacking they are. all 18+ years so far
"Chat with a human" is my catchphrase in these interactions. Actually, I feel that recently I am connected much faster than a few months ago. I am glad that texts or emails to Jane Wells always connects to that species.
That’s what you think.