2% of customers produce 98% of support issues. 2% of the time, these "problem" customers have a valid point. But 98% of the time they're just wasting your time and money.
Bottom line: Some customers you don't really want. You can save yourself a lot of time and money if you can identify who these are and send them packing to the competition.
I'm very glad people with a soap box are catching up to dark patterns like this. Perhaps "deliberately dropped customer service calls" will become common knowledge, and become scorned, so that service reps can point out this kind of immoral behavior if and when management imposes it. Won't make any difference, but at least line managers will be uncomfortable for a minute.
Thank you, interesting note! 2005-2015 or so, I answered every call. This was the "Rachel from cardholder services" period. I gave my name as "Edward Snowden" for a while. On one chat with a "service rep" another voice with a N. American accent commanded the rep to hang up because Snowden was "that spy". Has the identification job been lost to AI?
You don't need AI to identify a caller's phone number as a particular client. If the caller's number is not available, customer service isn't either (surprise!) --- but please leave your client ID and a phone number so we can return your call --- maybe.
It's called CRM --- "customer relationship management".
Old school: "The customer is always right!"
New School: "Customer relationship management"
2% of customers produce 98% of support issues. 2% of the time, these "problem" customers have a valid point. But 98% of the time they're just wasting your time and money.
Bottom line: Some customers you don't really want. You can save yourself a lot of time and money if you can identify who these are and send them packing to the competition.
https://archive.ph/ET0AU
I'm very glad people with a soap box are catching up to dark patterns like this. Perhaps "deliberately dropped customer service calls" will become common knowledge, and become scorned, so that service reps can point out this kind of immoral behavior if and when management imposes it. Won't make any difference, but at least line managers will be uncomfortable for a minute.
so that service reps can point out this kind of immoral behavior if and when management imposes it.
Often times, service reps are kept out of this loop. "Problem" callers are identified and dropped by software before they ever reach a human.
Thank you, interesting note! 2005-2015 or so, I answered every call. This was the "Rachel from cardholder services" period. I gave my name as "Edward Snowden" for a while. On one chat with a "service rep" another voice with a N. American accent commanded the rep to hang up because Snowden was "that spy". Has the identification job been lost to AI?
Has the identification job been lost to AI?
You don't need AI to identify a caller's phone number as a particular client. If the caller's number is not available, customer service isn't either (surprise!) --- but please leave your client ID and a phone number so we can return your call --- maybe.
It's called CRM --- "customer relationship management".