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(Kinston Free Press)   "Customer service isn't dead, it just smells funny"   ( divider line
    More: Amusing, mashed potatoes  
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7637 clicks; posted to Main » on 24 Jul 2012 at 8:45 AM (5 years ago)   |   Favorite    |   share:  Share on Twitter share via Email Share on Facebook   more»

Voting Results (Smartest)
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2012-07-24 09:19:08 AM  
2 votes:
What a rambling, pointless article. I don't even know what the writer is trying to say. He starts out by saying that customer service stinks, but then tells a story about how it doesn't?

And he called the cops on someone who wanted dinner because he couldn't man up enough to tell him they were closed?
2012-07-24 01:30:14 PM  
1 vote:

adenosine: Metrics are only bad if that's the only thing you look at or the goals you set for them are wholly unreasonable.

Metrics (aka short call times) are the ONLY way most call centers gauge performance, and that's ridiculous -- especially since customers don't usually have a designated customer service rep who always handles their account. If they did, it would be very easy to gauge performance by "customer happiness reports" tied to a specific agent. Instead, they measure by short call times, which mean "we don't have to hire as many people because we're making them resolve issues faster." That doesn't result in better, faster service. It results in "In order to stay employed, I have to get my customers off the phone ASAP."

And it's not always the rep's fault that a call runs long. Ask any tech support employee what percentage of their callers can quickly and accurately describe the problem in less than 60 seconds.
2012-07-24 12:09:37 PM  
1 vote:

rudemix: I got a response from Jon. But he can't please the Wolf.

"I've never claimed to be able to write things that cater to the wolf community."

I lol'd hard.

I'd add one more thing to that entirely true Cracked article: when you get good customer service, ask to tell the person's boss about it. Many places track positive comments like that and reward employees for them.
2012-07-24 10:45:58 AM  
1 vote:

adenosine: Please don't hurt my metrics.

Metrics are stupid and don't really reflect reality in any meaningful way. I encourage any attempt to make them even more meaningless.
2012-07-24 10:43:33 AM  
1 vote:

Basily Gourt: Be nice upfront, and you will be amazed at the results.

People who talk about how they consistently receive bad service usually receive it because they're assholes.
2012-07-24 09:49:14 AM  
1 vote:
It's because companies engage in the cheepnis and customers are treated like a penguin in bondage...

/Oh yeah, oh yeah, oh...
2012-07-24 09:12:05 AM  
1 vote:
I'm so confused by this article but at the same time it gives me hope. My husband is a writer and, on a bad day, he shiats better articles than that. Good to know that he'll be in business for a long time.

/it's amazing what people will accept as wit
//or journalism
2012-07-24 08:53:34 AM  
1 vote:
What I got from this: the author is an asshole.

By the way, if you don't know how to pleasantly deal with jerks and inconsiderate people, don't work in the service industry.
2012-07-24 08:50:02 AM  
1 vote:
Dafuq did i just read?
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