Why is all customer service / resolution stuff so excruciating now? It’s always been bad but now it’s just obscene.

[DMAN]

It started when some fucking asshole came up with "The Customer's Always Right". Then the customers became assholes. Because the customers are assholes, the people that handle customers are also assholes.

Hence the whole "people used to dress up when they got on an airplane", everything lost it's prestige once people got to start doing it in sweatpants.

Caught one of the white niggers who claps when the plane lands.

 

[cachorro]

im really loving being hounded for my phone number and email address in every fucking brick and mortar store I go to. keep fighting that good fight against amazon, pricks.

 

[DMAN]

im really loving being hounded for my phone number and email address in every fucking brick and mortar store I go to. keep fighting that good fight against amazon, pricks.

You can't signup for Amazon without verifying your email.

 

[cachorro]

You can't signup for Amazon without verifying your email.

trust me im not a fan of amazon. but im sick of being stared at like i have a pecker growing out of my forehead because i dont want to give a 19 year old my email address to buy a goddamned football

 

[quasi101]

not a mystery. its cheaper.

if $amount of lost business < cost of good support --- >then use offshore dummies


Why didn't it used to be like that? With zoom, teams, chat, CMS handoffs it makes it easier to use offshore even if the people themselves are idiots. The other thing is that with all this software comes the data analytics that allows the VPs to make that cost benefit analysis. Its like asking why didn't they shoot more threes in the 90s NBA? They didn't have the advanced saber metrics we do now. And didn't care about the actual stats, using their intuition (and "eye test") instead. Before crunching the numbers the VPs would just have an intuition that poor support leads to lower profits.

What the stats tell most companies is that the majority of people will put up with shitty support and the high paying customers get routed differently. These are known as white glove, high touch, etc. If they save 10 million a year on shitty support, but only lose 5 million due to customer attrition (or churn in the recurring payment spaces) then

• https://www.zendesk.com/blog/high-touch-customer-service/
• https://coretelligent.com/insights/what-is-white-glove-it-support-why-do-you-need-it/

A smaller more specific thing is the rise of 24/7 support. When are you calling? If you're calling after 4 pm eastern you're probably going to get someone in a timezone that is just starting their day. This is a smaller subset so you retards will just quote me "WHYCOME I CALL DURING MY LUNCH AND ITS STILL THE CASE" . I'm just pointing to various reasons.

In tech its called a "follow the sun model"

• https://www.zendesk.com/blog/improve-remote-support-follow-sun-model/#:~:text=What is a follow-the,increasing responsiveness and reducing delays.

The last is a change in the market for public companies. Investors seem to be looking more at quarterly profits vs long term 10 year plans. This seems to be why the layoff hiring boom is so fickle. Finance isn't my area though so i can't really speak to that with conviction.

 

[quasi101]

Because people decided that the lowest price was more important than customer service. That’s why we get everything from Amazon, target, Home Depot, etc and accept the shit that comes with it.

I’m as guilty as most people but I do go out of my way sometimes. I just bought a new dishwasher and I made sure to get it from a local store who actually does the job themselves so I don’t get some shitty subcontractor from Lowes who will dick me around. Also I do most of my banking with a credit union who employs American people. It’s a fucking pleasure to call them when I have a rare problem and they take care of it quickly and with real concern.

Yeah this is also a good point. Do you think getting 2 day (and now overnight) shipping to the entrie country is cheap? They do this by offsetting costs elsewhere. Support is usually a very high cost and as I mentioned, unless its leading to lower profits

People seem to generally put up with it to get whatever shit they want in 2 hours to their door. You could go back to the 80s where you had to call the phone number in a magazine and get your shit in 8-12 weeks. But you'd get a real competent human working support for sears.

 

[LingerLonger]

Yeah this is also a good point. Do you think getting 2 day (and now overnight) shipping to the entrie country is cheap? They do this by offsetting costs elsewhere. Support is usually a very high cost and as I mentioned, unless its leading to lower profits

Amazon isn't paying for any of that. The entire company makes no sense. They can offer you just about any product for less than any other store. And free shipping on top of that and an entire streaming service with a free library as well. Plus with 'Prime' you get all sorts of deals on various other websites and stores. And their deliveries are being done with their own massive fleet of vehicles.

 

[NoBacon]

not a mystery. its cheaper.

if $amount of lost business < cost of good support --- >then use offshore dummies


Why didn't it used to be like that? With zoom, teams, chat, CMS handoffs it makes it easier to use offshore even if the people themselves are idiots. The other thing is that with all this software comes the data analytics that allows the VPs to make that cost benefit analysis. Its like asking why didn't they shoot more threes in the 90s NBA? They didn't have the advanced saber metrics we do now. And didn't care about the actual stats, using their intuition (and "eye test") instead. Before crunching the numbers the VPs would just have an intuition that poor support leads to lower profits.

What the stats tell most companies is that the majority of people will put up with shitty support and the high paying customers get routed differently. These are known as white glove, high touch, etc. If they save 10 million a year on shitty support, but only lose 5 million due to customer attrition (or churn in the recurring payment spaces) then

• https://www.zendesk.com/blog/high-touch-customer-service/
• https://coretelligent.com/insights/what-is-white-glove-it-support-why-do-you-need-it/

A smaller more specific thing is the rise of 24/7 support. When are you calling? If you're calling after 4 pm eastern you're probably going to get someone in a timezone that is just starting their day. This is a smaller subset so you retards will just quote me "WHYCOME I CALL DURING MY LUNCH AND ITS STILL THE CASE" . I'm just pointing to various reasons.

In tech its called a "follow the sun model"

• https://www.zendesk.com/blog/improve-remote-support-follow-sun-model/#:~:text=What is a follow-the,increasing responsiveness and reducing delays.

The last is a change in the market for public companies. Investors seem to be looking more at quarterly profits vs long term 10 year plans. This seems to be why the layoff hiring boom is so fickle. Finance isn't my area though so i can't really speak to that with conviction.

Yeah well why is the support on your website so crappy, huh?

 

[WifeStoreWill]

Amazon isn't paying for any of that. The entire company makes no sense. They can offer you just about any product for less than any other store. And free shipping on top of that and an entire streaming service with a free library as well. Plus with 'Prime' you get all sorts of deals on various other websites and stores. And their deliveries are being done with their own massive fleet of vehicles.

What do you mean they aren’t paying for it? They’ve got a whole fleet of trucks and planes and warehouses all over the place.

 

[NoBacon]

Don’t Amazon use (((accounting))) to make it look like they aren’t making any money, so they pay no taxes and can undercut and drive out everybody else?

That’s what I heard from a guy I kinda know who has more money than me, so as far as I’m concerned it’s true.

 

[quasi101]

Amazon isn't paying for any of that. The entire company makes no sense. They can offer you just about any product for less than any other store. And free shipping on top of that and an entire streaming service with a free library as well. Plus with 'Prime' you get all sorts of deals on various other websites and stores. And their deliveries are being done with their own massive fleet of vehicles.

They sell user deta like Facebook

 

[chewtoyrapist]

They sell user deta like Facebook

I can't remember what it was specifically but there is shit that I see mentioned on here then I suddenly see it everywhere in ads. You could be in on it, maybe. Could be some consumer psychology thing like where you notice a certain model of car more if you buy it or someone close to you buys one, but either way I'm pretty sure you're jeff bezos or at least a nephew and I don't feel safe.

 

[BonnieMcFarlaneMe2]

Amazon isn't paying for any of that. The entire company makes no sense. They can offer you just about any product for less than any other store. And free shipping on top of that and an entire streaming service with a free library as well. Plus with 'Prime' you get all sorts of deals on various other websites and stores. And their deliveries are being done with their own massive fleet of vehicles.

I was under the impression that they make most of their money through AWS.

 

[quasi101]

I can't remember what it was specifically but there is shit that I see mentioned on here then I suddenly see it everywhere in ads. You could be in on it, maybe. Could be some consumer psychology thing like where you notice a certain model of car more if you buy it or someone close to you buys one, but either way I'm pretty sure you're jeff bezos or at least a nephew and I don't feel safe.

Facebook was caught Using their app to listen in on the phone mic and then show ads based on your conversations.

 

[chewtoyrapist]

Facebook was caught Using their app to listen in on the phone mic and then show ads based on your conversations.

I've maybe used my facebook no more than three times and I rarely talk out loud to myself. These fuckers embed in deep in your shit. It's enough to make a normal person schizo.

 

[Imager]

I wasn't pissed when I first read this thread, but now I am. And I've worked customer service. I was the asshole apologizing to you that your Xbox 360 had the three red lights and telling you the refurbish wouldn't be until after Christmas.

You worked with Shane Nokes?!?!

 

[NoBacon]

I've maybe used my facebook no more than three times and I rarely talk out loud to myself. These fuckers embed in deep in your shit. It's enough to make a normal person schizo.

It goes way deeper than anybody can possibly imagine, and if you talk about any of it you get called schizo despite providing all of the evidence and sources.

 

[TheGhostOfAbeVigoda]

You see that “large customer policy” some implement now? Where fat people get the seat next to them left empty for free and they get special belts. I am not joking about this, it’s real and people get bumped from flights for it.

I saw a picture the other day of Stavros Halkias on a plane and he literally takes up two seats. Like if there was anyone in the seat next to him, they'd have fat guy all over them for the whole flight. All the comments were like "he's going to die soon."

 

[BonnieMcFarlaneMe2]

I saw a picture the other day of Stavros Halkias on a plane and he literally takes up two seats. Like if there was anyone in the seat next to him, they'd have fat guy all over them for the whole flight. All the comments were like "he's going to die soon."

Stay on topic, Abe. Not going to warn you again.

 

[Cartoon Redux]