The Customer Service Reps for Disney and Airbnb Who Have to Pay to Talk to You

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by soheil on Monday December 26, 2022 @11:24AM (#34139017)

The world is not as simple as you want it to be.

It’s a negative feedback loop.

The current customer service is so bad that people who call get traumatized so next time they call they put up their defenses and sound more of an asshole than they typically are. The customer service reps then assume (as you have done) that people who call in are absolute assholes and therefore give less of a fuck when answering calls next time. The cycle repeats.

[ Parent | on HN ]

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by optimalsolver on Monday December 26, 2022 @12:27PM (#34139689)

>people who call get traumatized

Perhaps, but I think a greater cause of this is people feeling more free to be their "true self" to a voice on the phone, behaving in a way they never would if confronting someone face-to-face.

[ Parent | on HN ]

Re:The Customer Service Reps for Disney and Airbnb Who Have ... by essentialfloss on Monday December 26, 2022 @02:13PM (#34140744)

I used to do business negotiations as an attorney. COVID shifted those negotiations to video chat/phone. People are much more entrenched, much less willing to compromise, and they generally act like even wider gaping assholes on those platforms than they do in person. Hence the "used to."

[ Parent | on HN ]