Re:Zappos CEO Tony Hsieh is stepping down after 21 years
by dfxm12 on Wednesday August 26, 2020 @10:16AM
(#24282660)
I can't be mad at them, they're friendly and personable and they at least pretend to want to help, but it's obvious that they're unable to do anything useful.
I wonder if companies are relying on your empathy. They want you to realize this and just close tickets before they're resolved. Like the service desk's primary directive is to get customers off their employer's backs. If they happen to fix an issue along the way, that's a nice bonus.
For example, I've had to call Amazon 4 times recently over the same issue. I've been lied to each time that they fixed it. I was promised evidence that I was never given. I really don't know what to do about this...
Re:Zappos CEO Tony Hsieh is stepping down after 21 years
by SeerKlein on Wednesday August 26, 2020 @02:02PM
(#24285257)
I think you're on to something. I've been working for as a contractor for a big health insurance company and that seems to be the impression for the purpose of my job: "Get the customer off the phone as soon as you can."
In more polite terms, "Try to escalate the ticket by 15 minutes if you haven't resolved the issue."
I suppose if I was an entrepreneurial type, I'd try to disrupt industries like that by creating a company that charges extra to provide service that doesn't make customers want to spit in your face. Surely there's a market for that...