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Sometimes, people think they’re helping. They had a good experience so they say, “They even went so far as to do x” thinking management gives a shit and will think, “Oh my God what a great employee! We must promote them at once!”
People who have never worked in the service industry, or haven’t for a few decades, genuinely seem to think that customer service is a real thing that companies care about, rather than something they will pay lip service to as long as it extracts more revenue.
It seems obvious to me as well, but there were a lot of comments sharing times when customers did just that. People can be extremely sheltered and/or out of touch, without any actual ill will.
Was once a tech support guy for one of the original, hyphenated, cell phone brands.
I would constantly get shit for actually resolving issues and 100% ratings but being over the handle times - instead of “punting”.
Eventually, I argued them down from a 12 minute handle time on phones to putting me on chat/email where I thoroughly went off script. Often. Until a problem was fixed, or I sent them a new phone, and headphones, and a speaker, maybe a charger or 2, and some stickers just for fun.
Then, one day I’m advising the VP of north America, the global web guys, the manufacturing design team and then i quit.
Sorry for the w310. I told them the cable was going to break.
So awesome. Individual people can make a huge difference.
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