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> Customer services aren't trained for the 0.001% of people who might be interested in an esoteric matter of legal licensing. Here's where I'd like to disagree
by hannob 11y ago
> Customer services aren't trained for the 0.001% of people who might be interested in an esoteric matter of legal licensing.
Here's where I'd like to disagree. Of course customer service doesn't have to know about those esoteric issues. But customer service should notice when a request comes that's not their department. And if that's the case they should redirect it to someone who knows better.
This is not the personal fault of the person sitting at the customer service, but the structure in a company. They should be able to handle that.
- coldpie 11y agoI think you're underestimating the volume of stupid-and-crazy shit that CS reps have to deal with every day. Sorting out stupid-and-crazy from legitimate-but-not-my-department would be several full time jobs in itself.
- jrcii 11y agoYou've touched on a larger issue that occurs to me often. Though your point is valid, my response to a company making the argument would be, "too bad." /They're/ the ones making billions in revenue by voluntarily accepting a business relationship with millions of customers. If you want the revenue from those millions of relationships, it's also your responsibility to manage your side of the bargain with those millions of relationships, that includes your legal (and many other) responsibilities. Is scaling to keep up with your responsibilities to millions of customers easy? No. However that's not the customer's problem.
- coldpie 11y agoAnd yet, they're making billions despite not doing what you say. So...
- tobltobs 11y agoIt would not be in the interest of 99.9% of your customer if you try to to satisfy those 0.1% of stupid-and-crazy customers. Because somebody would have to pay for it. And in this case it wasn't even a customer.