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> you need to deal with them civilly regardless if you feel insulted I strongly disagree with the assertion all customers can be dealt with "civilly" while sti

> you need to deal with them civilly regardless if you feel insulted I strongly disagree with the assertion all customers can be dealt with "civilly" while still remaining sane. Customer irrationality is widely varied, and sometimes you just need to take matters into Fate's hands to get back to rationality. OTOH, it's not something you want to do regularly, with the customers that is.

mfukar 10y ago
So now the business is Fate. Got it.
onion2k 10y ago
I strongly disagree with the assertion all customers can be dealt with "civilly" while still remaining sane. What you see as "customer irrationality" is, in 99.9% of cases, actually a user experience problem that could have been addressed with better design and better testing before the customer ever bought the product. For that remaining 0.1%, the appropriate course of action is not to deal with people poorly and treat your customers badly, but to offload your customer services to someone else who is more patient and more capable.
- TeMPOraL 10y ago
  Yes and no. Basically if you open a customer support phone line for anything mass-market-facing, you'll regularly encounter people who are utterly clueless but feel entitled, people who are assholes, and people who want to defraud you. Some customers are really problem people, and a private company is not a charity in business of teaching people how to live in a civilized society. So it's a reasonable business decision to try and get rid of some of the customers (or risk your support people burning out); the issue is not whether to do it, but how to do it without risking additional damage to your business.
  - kordless 10y ago
    Representing irrational actors is hard. :)
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- kordless 10y ago
  What I, personally, see as customer irrationality cannot be spoken for by you, without a large amount of irrationality occurring in your own frame. It is simply impossible to know what me, or the fictitious irrational customer, is thinking, regardless of made up statistics that are meaningless to anything when it (the irrational event) actually happens. Thinking that it can be "solved in the future" by moving some things around in this reality is irrational as well, especially given you assume that process may be improved to the point it doesn't happen "much" or there are people with infinitely more patience than the previous person to deal with it, or that people won't become more irrational when you force them into rational action. All irrational, which is simply meant to say, it will require more work to determine. That I'm being downvoted is one piece of evidence there are people who don't like what I'm saying because they think it also can be "solved". Also irrational. So, I state it again now for good measure: "One may not remain rational while being forced to deal with a given amount of irrationality."
phkahler 10y ago
>> I strongly disagree with the assertion all customers can be dealt with "civilly" while still remaining sane. Customer irrationality is widely varied, and sometimes you just need to take matters into Fate's hands to get back to rationality. Most importantly, it's not something you deal with publicly.

mfukar 10y ago

So now the business is Fate. Got it.

onion2k 10y ago

I strongly disagree with the assertion all customers can be dealt with "civilly" while still remaining sane. What you see as "customer irrationality" is, in 99.9% of cases, actually a user experience problem that could have been addressed with better design and better testing before the customer ever bought the product. For that remaining 0.1%, the appropriate course of action is not to deal with people poorly and treat your customers badly, but to offload your customer services to someone else who is more patient and more capable.

TeMPOraL 10y ago
Yes and no. Basically if you open a customer support phone line for anything mass-market-facing, you'll regularly encounter people who are utterly clueless but feel entitled, people who are assholes, and people who want to defraud you. Some customers are really problem people, and a private company is not a charity in business of teaching people how to live in a civilized society. So it's a reasonable business decision to try and get rid of some of the customers (or risk your support people burning out); the issue is not whether to do it, but how to do it without risking additional damage to your business.
- kordless 10y ago
  Representing irrational actors is hard. :)
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kordless 10y ago
What I, personally, see as customer irrationality cannot be spoken for by you, without a large amount of irrationality occurring in your own frame. It is simply impossible to know what me, or the fictitious irrational customer, is thinking, regardless of made up statistics that are meaningless to anything when it (the irrational event) actually happens. Thinking that it can be "solved in the future" by moving some things around in this reality is irrational as well, especially given you assume that process may be improved to the point it doesn't happen "much" or there are people with infinitely more patience than the previous person to deal with it, or that people won't become more irrational when you force them into rational action. All irrational, which is simply meant to say, it will require more work to determine. That I'm being downvoted is one piece of evidence there are people who don't like what I'm saying because they think it also can be "solved". Also irrational. So, I state it again now for good measure: "One may not remain rational while being forced to deal with a given amount of irrationality."

phkahler 10y ago

>> I strongly disagree with the assertion all customers can be dealt with "civilly" while still remaining sane. Customer irrationality is widely varied, and sometimes you just need to take matters into Fate's hands to get back to rationality. Most importantly, it's not something you deal with publicly.