Real-time voice modification tech seeks to reduce stress in Japanese call center staff.
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How about not making your customers angry to begin with?
Tell me you've never worked customer service without saying you've never worked customer service.How about not making your customers angry to begin with?
Better yet, how about forcing the decision makers who tend to be responsible for creating customer anger to work customer support? Too many of them either never had to work in such a position or haven't worked in such a position for so long that they forgot what dealing with customers entails.How about not making your customers angry to begin with?
How about not making your customers angry to begin with?
"The customer is always right" is one of the phrases where a significant portion got removed and the meaning changed entirely. The full quote is "When it comes to matters of taste, the customer is always right", meaning that as a salesperson you're not supposed to judge what the customer buys.Don’t assume the customer is right. Often they aren’t. They call people screaming about something right in front of them.
I have an aunt who looks for any opportunity to "show her ass", figuratively speaking. She sees every public-facing employee as a target to unload on. I hate the woman.Tell me you've never worked customer service without saying you've never worked customer service.
I think the comment was directed more towards the business managers/owners, not the CS staff. And FWIW i agree with it. A disproportionate level of angry calls suggests that there are more significant problems than just “angry dumb user”.Tell me you've never worked customer service without saying you've never worked customer service.
You're stressed out at work, which means, naturally, you wanna throw a stapler off the roof and tell your boss exactly what you think of them. Then you see a calming montage of your family, vacation photos, and an inspirational picture of a cat hanging on a washing line, set to calming music, and the rage quietly fades away. Yes, everything is fine again, back to generating value for the shareholders. All is well.
How weird would that be in your actual day-to-day? Well, it's real, and a bank in the United States is rolling out this sort of system to its customer call centres, as American Banker's Penny Crosman reports.
As ifAs if customers are rational.
They should instead do the already established way to deal with customers we do in the west. Most, if not all, companies have no phone support, either a bot that can only search irrelevant faqs for hits on any word you typed, or an email you send with a wish attached, hoping for the best.
Even now, on the register only and sunseting social media platforms, most companies only care if a twitter or fb complaint with them tagged reaches more than 10 likes or similar....
"Computer says no" is the reality nowdays, Little Britain knew it all along... the sarcasm of lack of empathy is the times we live.
"The customer is always right" is one of the phrases where a significant portion got removed and the meaning changed entirely. The full quote is "When it comes to matters of taste, the customer is always right", meaning that as a salesperson you're not supposed to judge what the customer buys.
Customers are often wrong, but having spent my fair share of time on both sides of customer support, lots of them are just fed up with how companies treat customer support as an afterthought. Plenty of irrational rage-addicts, but plenty of otherwise normal folks who just want a solution, not a phone tree.
Just to be clear: downvoted, because the last section of the article discusses it in more detail and this comment adds nothing to that discussion.How about not making your customers angry to begin with?
Yeah, silencing frustrated customers. That'll definitely help resolve the problem. People get angry when they feel they aren't heard so the solution is to literally silence their voice?? It'll just send them into a further rage fit and they'll hang up the phone.
Which I suppose means it's working by design. This can cut support costs by effectively refusing support to a certain set of users. Will that actually be a net benefit for anyone using this technology? Probably not but bean counters love to make B2B deals that they think will save them money but ultimately cost a lot more.
I would describe the current wave of AI sales as, "it's the next big thing and I don't do much in my job but make deals, and arrange numbers, if I make this deal, it'll solve a problem!"
I'm not saying people should go overboard and it's absolutely not a right, and I never said anyone was "being silenced" in a sense of tamping their free speech. I mean literally silent, on the call itself, right then and there. I'm not saying people should be pricks on the phone and CS people get a hugely unfair amount of shit. I'm not being a "customer is always right" boomer and I don't think there was anything that suggested I am. I'm criticizing the solution because trying to shut up angry irrational people doesn't usually shut them upGood grief. Going overboard on some entry level call center rep and being unnecessarily abusive is not a human right. People should not expect to be treated poorly at their jobs, period. And no one is “being silenced.”
As ifcustomerspeople are rational.
There. FTFY.
No, it’s theHow about not making your customers angry to begin with?
you're ok with a company you pay for a service dehumanizing you?Hey if it works, I’m all for it. Too many people try to label their abject rudeness and indiscriminate abusive behavior as “being passionate.”
I prefer email / ticket support since I can type my exact problem in as much detail as I need to, send it, go do something else until I get a response. As long as the wait time isn't recessive this seems better for both sides.
Even with chat, having to sit for a minute doing nothing while the other person tries to look up something on their computer is a pain.