The new feature of the iPhone where you can put a phone tree on hold until a person answers is very nice. I had a kerfuffle with Delta airlines along with a few thousand other people some days ago. I had to hold for 2.5 hours, but I spent it catching up with my dad and then my phone rang when the CSA was ready for me. I was so fresh and bright on the call I got an upgrade pretty much just for not being a bitch.
replyDoes that actually work reliably? I’m going to use that next time I have to call an insurance company.
replyIt reliably worked for me exactly 1 time I used it, so 100% success rate with unknown variability.
replyI get it. I also know customer service is a pretty low paying job for something that involves being yelled at all day
replyI get as frustrated as anyone, but it’s not the fault of the person whose job it is to take my call.
I remember once on the phone with Comcast I just explained the situation and jokingly said look, if it helps, feel free to tell ‘em I’m yelling and screaming. The guy laughed. An engineer called me an hour later with a firmware update for my modem.
Sometimes there’s no winning. But sometimes it helps if you can put people on your team
Yep. When I’m frustrated on the phone with a rep, I always make sure to say something like “I understand this isn’t your fault, but I’m very frustrated with X.”
replyIt seems to ease the tension a bit, anyway.
Angry customers aren't at fault. If all customers are mad as hell when they call, then the company will have to start paying better wages to keep customer support staff from quitting, and they'd rather fix the problem before doing that.
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