This is giving me Black Mirror vibes. Like when that lady’s consciousness got put into a teddy bear, and she only had two ways to express herself:
Monkey wants a hug
Monkey loves you
I get that you shouldn’t go off on customer service reps (the reason you’re angry is never their fault), but filtering out the emotion/intonation in your voice is a bridge too far.
Most of the time angry customers don’t even understand what they’re angry at. They’ll 180 in a heartbeat if the agent can identify the actual issue. I agree, this is unnecessary.
In college, I worked at a call center for one of the worst Banks of America (oops, meant banks in America 😉). Can confirm that, and I dealt with a LOT of angry customers.
This is giving me Black Mirror vibes. Like when that lady’s consciousness got put into a teddy bear, and she only had two ways to express herself:
I get that you shouldn’t go off on customer service reps (the reason you’re angry is never their fault), but filtering out the emotion/intonation in your voice is a bridge too far.
Most of the time angry customers don’t even understand what they’re angry at. They’ll 180 in a heartbeat if the agent can identify the actual issue. I agree, this is unnecessary.
Yep, 100%.
In college, I worked at a call center for one of the worst Banks of America (oops, meant banks in America 😉). Can confirm that, and I dealt with a LOT of angry customers.