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Very well timed post! The author really should produce an update for the new millennium. I was just ranting about this yesterday, after having to endure a cha
by johnea 4y ago
Very well timed post! The author really should produce an update for the new millennium.
I was just ranting about this yesterday, after having to endure a chat session w/ a "customer care associate".
The blatantly patronizing platitudes are really rudeness with flowers, and highlight the corporations use of exploited offshore call center workers as a human shield against the frustration of their customers.
I'd also be curious to know about the tech of delivering "We're so sorry for your inconvenience, thank you for your patience..." messages automatically after certain periods of quiet in the chat channel.
How many other patronizing platitudes are delivered automatically? Or with single click buttons on the "care representative's" console?
Does anyone actually like these interfaces?
Do people really want a bot to kiss their ass while they're trying to report a broken product?
Someone seems to think so...
- ryanianian 4y ago> "We're so sorry for your inconvenience, thank you for your patience..." My god this pattern has to stop. Systems are making it impossible to just wait for a human while doing something else. The worst seems to be telephone companies advertising their own offerings on hold, but even my dog's vet has introduced this "CHECK OUT OUR APP FOR APPOINTMENTS" thing in their hold music. You have to constantly be on guard because everything that sounds like a human might or might not actually be a human. Please just give me light, instrumental music to know I'm not disconnected and stfu. I think this is further evidence of what happens when corporate/pr/product people are rewarded for marginal improvements in bottom-line metrics despite the long-term expense of customer satisfaction. Eventually the margin curve flips negative. Hopefully.