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How do you respond to a customer service agent acting like a robot? I had to call in on hold for two and a half hours last week to be told “We cannot provide e
by wizerdrobe 3y ago
How do you respond to a customer service agent acting like a robot?
I had to call in on hold for two and a half hours last week to be told “We cannot provide estimates or averages for approval for your application.” When I asked if there was an upper limit on how much time I was told “We cannot provide estimates or averages for your application.” When I asked if, based on that fact, could this theoretically take forever or never be approved I was told “We cannot provide estimates or averages for your application.”
Never thought I’d say it but just give me a chat bot!
- ponderings 3y agoI understand. This regrettably happens 0.04% of the time. The average time to resolve it is 5 work days. In 22% of the resolved cases it took one day, 3% took a month, 1.5% is never resolved and the last time that happened was 16 months ago.
- jameshart 3y agoThere are going to be things you might like to know, or do, or to have happen, that sometimes, due to corporate policy, or laws, or the nature of reality, are just not going to be allowed. You are going to have to be told ‘no’. It is one of the cruellest parts of employing customer service agents, that we ask these people to do the emotionally draining work of saying no to customers, repeatedly. Even if the customer begs. Even if the customer start to cry. So yes, absolutely: having chat bots do that job would be a mercy.