Most companies think customer care is measured by the solution.But customers are often judging something quieter: whether their problem was treated as a burden, or as something worth fighting for a blocked request can still feel human when effort is visible. The answer may not change, the policy may not bend, the system may still win. But when a customer feels someone genuinely tried, disappointment becomes respect. That is the difference between closing a case and keeping a customer. The Legal: Educational use under Fair Use — original editing, commentary, and contextual framing added beyond the source material.
ADVERTISEMENT
Problem is those people aren’t getting payed enough to care
I've always said being good with people is 49% of the job. The rest is being competent.
You hate the guy who tells you the truth, straight and to the point. You love the guy who lies to you, and keeps you tied up for a few minutes, knowing its really a lie
Refusing you access on that earlier flight is stupid for the airline because it fills an empty seat; a seat that is getting less likely to sell by the moment, and creates an opening on a later flight that is easier for them to sell because it is further in the future.
That is actually my job! I always try to help the customers and even go out of my way to find a solution and even work overtime! I think that is great customer service and it also makes me very happy when I get positive feedback from the people I helped!😉
Exactly what I did when I worked for Dell premium support. But I always tried my best to make customers happy... I have even begged my manager for compensations at times ... Like begged for 30 mins at times 😢
My problem is that most the time the care feels artifical. It makes me feel like a number. I'd rather have someone straight up say no repetitively than someone who "cares."
I do this all the time at work, lol. I put on a big that I'm doing everything in my power to help, but in reality I'm watching YouTube on my phone.
I was in France a while back with my family and getting the ferry back to the UK but I was 6 hours early, there were Terrorists roaming Northern France and I expected to pay extra because I had the wrong ticket type - went to the ticket office in Calais Port, handed my tickets over and before I could ask if they could change them, they had given me passes for a ship to leave in 20 minutes........It meant a lot - really a lot. P&O.
This is EXACTLY the way I always am in Support. I don't want to be a robot who does strictly work from a papersheet, I want to show the people, there is a real person there, who WANTS to help you! And If I cannot help you directly, I can forward it to the correct area that is responsible. And that is something most people appreciate. That they have somebody there who WANTS to help them and not just 'doing his job and has to'.
Wowww! Business and Customer psychology 👌🏼
Ive worked in a call centre for years and 100% this works; even if I know right from the start there's nothing I can do I will still mime along "trying" a few different things, put the customer on hold for a few minutes then come back and say I've spoken to my manager but "unfortunately the system just isn't letting us work around this, sincerely I'm really sorry about this, if there is anything else I can do to help instead I'd be more than happy to". 8 outta 10 times they just say "ah its ok thanks anyway", 1 in 10 they ask to raise a complaint or take the issue higher but they do it politely, understanding I can't help but it's not my fault, and the last 1 in 10 will be a dick regardless of what you do.
I had an airline call me tell me my flight had to be cancelled due to mechanical issues with the aircraft, they booked me for a later flight, upgraded my seat and profusely apologised, I said it’s okay I appreciate the phone call, the accommodations they made and the upgrade, if I have to fly I fly with that airline now
this is where i don't agreew with him if the worker already knows that he wont be able to get me on the flight i don't wanna waste my time or his time if he already knows the answer
I actually hate when the service is nice but won't do what I ask them. I always feel lied to in this situations. If they say it shortly, like the first talk - that's when I like them. But maybe it's because I'm Polish, we love honesty😅
Second scenario is often a theatre
Nice and kind are two different things
I just chose to understand that dealing with a bureaucrat is like arguing with a computer. They have no agency and if it doesn't appear on a form, it doesn't exist.
If there are unsold seats on the earlier flight, it's stupid for the computer not to accept a fee to sell one of those empty seats, which would then open up a seat on the later flight that somebody else might be happy to pay more for.
So, lying is the way to keep customers. He is touching om a fundamental flaw in customer service. Act like you care, act like you are doing something about it and you may not lose a customer. The fundamental flaw in customer service is usually the customer.