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Customer service sucks because they want you to give up. Saves on wages, saves on resolving your issue/return(lemmy.ml)

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UltraGiGaGigantic@lemmy.ml
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kboy101222@sh.itjust.works
19 points

And then half the time you get to the rep and you’re just beyond pissed off because you’ve heard the same menus 5 times now trying to get a rep.

I’ve started yelling “get me a fucking representative or I’m hanging up” at the bots. It works shockingly often, especially if moneys involved. Then I’m nice and polite to the rep. Isn’t their fault.

Though if I ever meet one any of the people that work on these systems, they better hope it isn’t in a dark alley…

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FlihpFlorp@lemm.ee
6 points

I’ve heard some systems can detect the tone and irritated people go through easier

I have no idea where I got this information so don’t quote me on this

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WaxedWookie@lemmy.world
9 points

I used to work adjacent to this space, and yeah - it’s certainly a thing, but from my understanding, it’s not particularly widely used, and where it is, it’s FAR more commonly used for assessing rep performance and the like rather than call queue triage.

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LifeOfChance@lemmy.world
6 points

It’s definitely a thing. I’ve called two different places first time I lost my shit on the menu then got a person. 2nd time I tested it with “are you fucking kidding me?!” Got a rep. I plan to continue until it doesn’t work.

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Rade0nfighter@lemmy.world
3 points
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This is definitely a concept for emails/tickets so i assume it is for calls.

It’s called “sentiment” analysis.

Priority can also be given in some systems by customer value.

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