I do phone customer service all day. Of course, we have a standard greeting. "Hi, this is Yinzer..." and the number of people who just launch into whatever they need without a return greeting is annoying. I don't care if you say, "Hello", "Hi", "Ahoy-ahoy", or "Yo, motherfucker!". Just greet me before you launch into your tale of woe.
Years ago owner of a construction company was having a little party or something for his crew and their families and placed a big ass order for pizza, wings, drinks, and deserts for everybody. He declined delivery since he owned a bunch of big ass trucks, gave us the date and time to have everything ready, paid and left. We had a few extra people come in to accommodate the order. We had everything ready and waiting but he didn't show at the pick up time.
I personally called after twenty minutes and the owner started bitching about the weather (it was snowing) and said we should have called before we even started making the food because who has a pizza party when it's snowing out. I think having a pizza party is perfect for the snow. We tell him that the food is ready and he said that he's not going to pay for it and hangs up. Took his ass a couple of days to realize he paid for the order in cash when he placed the order. And who the hell would call a customer to see if they still want an order that they paid in full for.
The food that didn't get sold at a discount was given away to everybody on staff. Guy started shit talking the business online and got sued by the owner for a few hundred behind it.
Where has all the human decency gone ? So I work at the front desk of this recreational center that’s open 24-7. This woman walks in late at night wanting to access our facilities and I say no. Why you may ask ? Well first of all, she was intoxicated, heavily. And the last time she’d had access to our building, she was kicked out for harassing and berating other customers and staff members, and doing drugs in the bathroom. Plus, she had a huge bottle of vodka mixed with god knows what in her hands.
So I say no. And I try to be polite, I try to explain nicely because you know what? I have sympathy for the woman, she’s clearly going through it. But she immediately starts yelling, calling me names and throws her drink right at me. And also take the random pizza slice she has in her hand and manages to smack it in my face. I called the cops and she was escorted out.
Worst part ? I’m not suprised. Of course you don’t get slapped with a pizza everyday. But I constantly get insulted for no reason. You forgot your keycard and now you can’t come in ? I’m the incompetent one. Your membership doesn’t include the upstairs spa/massage section? I’m a heartless bitch for not letting you access it anyways. The pool is closed for maintenance? Somehow the inconvenience of that is my personal fault.
It’s like people forget that you’re just a person doing your damn job. And they think that anything is a reason to insult you.
I hate people. Really. What goes on in their minds
I work in customer service for a tax relief company and one issue we keep running into is newer reps needing help while they are already on a call. One customer might ask about an IRS notice and the next is asking about payment plans, missing tax years, deadlines, documents or what happens next with their case. New reps can handle the normal stuff but once the call gets complicated they usually have to message a senior rep or put the customer on hold while they look for an answer. I have been looking at AI tools that can listen to the call and show the rep useful information based on what the customer is asking about. What interests me most is something that can learn from our own support guides and past conversations so the answers match how our team handles these situations. Things like reminding the rep about a document they forgot to mention or showing the right next step during the call would be useful. I am not looking for another chatbot where the rep has to stop talking and type a question into a box. The goal is to help newer reps handle harder calls without needing a senior person every few minutes. Has anyone here used something like this on a larger customer service team? Curious what you used and how the rollout went.
I work in a remote customer service Callcenter and since a few days I started telling myself that the voices who are speaking through the headset, are just AI voices which I am talking to train different AI models.
It helps me immensely to stay friendly when I have a difficult customer who is just stubborn and has never heard a "no" as an answer.
Do you guys think that's crazy?
gets phone call on front desk from a room
Me-front desk, how can I help you?
Guest-hey my WiFi is down.
Me-oh sure I’ll be right up to help
Guest-why do you need to come up?
Me-so I can see what issues your having
Guest-oh okay sure
Me-okay I’ll be up in about ten minutes
(I ended up going to the guests room to see what was going on.)
calls WiFi support
WiFi support-okay are we able to connect with the guest
Me-sure, let me check with the guest to see if he’s okay with that
Wifi support-okay
calls guest again
Me-hey is it alright if the WiFi support is connected with you to help you out?
Guest-nah it’s alright I don’t need help. Just wanted to let you know.
Me-🙄…..okay sounds good, have a good night.
I’m thinking-
….why tf did you call me then?? People…
Quick disclosure: I’m working on an idea for a tool for support reps and created a short concept video. Nothing to sell; it doesn't exist yet, and I haven't decided if it's worth building. Asking here, as you're the ones that would actually have to use it.
I'm hearing the same kind of contact all the time. People call or message to order or replace something, but they have only a vague idea of what it is. Half a part number, "the one that goes with my old model," that sort of thing. So you have to find out what they have, what fits, if it’s still in stock, and what else they need.
The idea is an assistant, ideally in the tools you already have, that picks up what the customer says in a call or chat, tells you what you still need to ask, and suggests what fits. You look it over and decide.
Video: https://youtu.be/-S-tqKDujpU
This is simulation with fake data, not real software.” The example is an order of insulation, but it is typical of any large product catalog.
If you handle these:
If it never shows up in your job, or your current setup is working well, that's useful information too. And if you want to help poke holes in a rough mock-up later, just reply and let me know.