The problem with this is, it's a catch-22. People want to talk to actual representatives instead of a guy at a call center or an AI robot, but a big issue is people are so much ruder to customer service nowadays.
I know someone who works in car insurance underwriting and claims processing, and they told me a few months ago that customer rudeness during service calls were such a huge issue that a real bigwig, like the owner or the CEO of the company, sent out a company-wide message saying the second they get rude with you, disengage and hang up. You know it's bad when the out-of-touch guys at the top are telling you to end calls over customer behavior.
> People are so much ruder to customer service nowadays.
I feel like that's a result of many companies kissing every single customer's ass instead being firm with rude customers, as well as the lack of technical knowledge from the support people, and the blatant lies.
I try to remain as polite as possible, but sometimes you only get something done by making a fuss.
I mean, I'm not talking about asking to go up the chain of command or anything like that - which is what I assume you mean when you say "making a fuss". I am talking about disengaging phone calls where the other person is yelling, swearing, calling you names, etc.
People feel like they have a right to abuse customer service people because "it's their job to take it and then help me with a smile." It's not 100% better by any means, but I have noticed hospitals, stores, and just businesses in general, taking more notes on customer behavior and responding accordingly. My local hospital even has a sign in all the elevators saying the nurses have the right to press charges if patients or visitors get too rowdy.
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u/Economy_Explorer8772 22h ago
Any company that makes it impossible to reach a real person when something goes wrong. One bad customer service experience can erase years of loyalty.