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Sometimes the customer is wrong and it's not an issue with the service. And sometimes the customer is rude. I won't expect any human being to accept rude behavi

• dredmorbius 8y ago
  Organisations are often systemically rude, whether by evolution or design. This is not occult knowledge. And not all organisations are bad at customer support. I'm also aware that solutions aren't always immediately forthcoming. But it should be possible to move toward resolution on a continuous track, respecting the customer's tiime, intelligence (if indicated), and humanity. Endless holds, bureaucratic busywork, front-line incompetence, inability to retain state on aan issue, etc., are all failures. Counterexamples: Apple will schedule support calls or call back rather than keep customers on hold. Various no-hasssle return or exchange policies reduce customer risk or aapprehension. I frequently find far more competence among field techs than phone support, even in notorious areas such as residential / SOHO telecoms, as the techs directly interface with both equipment and customers. I've known enterprise software and hardware vendors who go all-out in ensuring customer satisfaction (though you frequently pay up front for this). Invert these instances, and you'll find what I was calling out above. And very little of the competence has to do with voice-honing. It comes from knowing how to do the fucking job and being authorised and expected to do just that. It means training, retaining, equipping, respecting, and rewarding support staff for doing just this. And not resorting to cheap, manipulative, ineffective, gimmicks.