JENNIFER: Almost every number I called had a callback system, because there were not enough live agents in the moment available to be able to help.
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And not long ago she had a free day to catch up on things she needed help with, like her retirement accounts or health insurance, trash disposal, things like that. And that seemed to be just gone from a lot of people's minds because of everything everybody's been dealing with in recent years.ĬHAKRABARTI: However, Jennifer also sees it from your side of things, from your point of view, because she's a customer too. As much as you're paying for a service, you're talking to a person just like yourself. And any time I could get a grateful, thankful, patient, considerate person on the phone, I held onto that call because it helps you get through your day.ĬHAKRABARTI: And Jennifer wishes that when people do finally get to a customer service agent on the line, as we've mentioned, that they'd remember one thing. It was just unbelievable, and insane and so unhealthy. JENNIFER: The amount of abuse that just obliterated us, my coworkers and I, for so long since 2020. She lives in Pennsylvania, and she worked in customer service for 30 years in exactly the kind of industries that we're talking about today. We also heard from Jennifer, who also works in customer service. Or can you imagine talking to 70 people on a day-by-day basis, yelling at you about things that you didn't even cause the issue in the first place? And that's back-to-back to back-to-back.ĬHAKRABARTI: So that's Marc, who works in customer service for a major cell phone carrier. MARC: The mental stress that we get on a day by day, by trying to not only deal with irate or upset customers, but we turn around, we have irate or upset managers about why we're not performing at the level they're doing. Transcript: Life as a customer service agent Marc, employee at a call center in Florida for a mobile phone company. Former professor at Tufts University’s School of Engineering Management. Jared Spool, founder of Center Centre, a user experience consulting form. Jeannie Walters, founder and CEO of the customer experience consulting firm, Experience Investigators. Today, On Point: Is customer service bad on purpose? Guests So, you pick up the phone and you call customer service." "It says, ‘Ask me anything!’ And you ask it something and you get a few questions in and realize that it's not going the way you want.
You have a problem with your cell service. When the digital gadgets and online services our lives are built around don’t work –welcome to the nightmare that is customer service. Sign up for the On Point newsletter here. A United Airlines Customer Service Center at Denver International Airport in Denver, Colorado.
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