Why would you say that? Are you saying that taking care of the customer is the wrong thing to do?

Employees is the correct word. Don’t ever by sorry for the way you phrase a sentence. People who advocate Politically Correctness are the ones who are contributing to the demise of our society.

Stand up and be proud, never bow down. Everyone will never like what everyone else has to say. The benefit of being human is our ability to stop listening and change the channel.

I cant count the times where my fix was “plugged computer in” too many people think “I dont know how to do this” = “product is broken”

That said, sometimes people are idiots so I can understand (some) jaded workers. I’ve actually gotten calls from engineers saying “Close that work order for burned out bulbs–put ‘Engineer flipped the light switch.’” One wonders how these people survive.

In such a climate, it’s very impressive when people go above and beyond and actually provide good service!

You are putting a lot of blame on the CSRs. Trust me, the only reason they care about their quota is because they get fired if they don’t. I know a lot of people who would love to help customers more than they are allowed to, but need to pay the bills. The guy on the phone isn’t going to pay your rent when you get fired for spending more than 5 minutes on the call. And its not the managers fault either. Its corporate. They sent the call time standards. When call centers don’t meet those, managers get fired. So the way managers save their jobs is to fire the CSR ruining the averages.

A lot of how customers get treated has to do with the customer as well. I have worked in roles for both customer service and technical support over the phone, and if the customer starts the call by screaming at me, I guarantee they will not be getting the same service as the person who is being nice. People need to remember that the person on the phone is not the person who caused their problem, but in many cases can fix it. Don’t yell and scream at them, explain the issue, be nice, and you will get better service. When I work with customers I like, I go above and beyond for them. I wont transfer them to a manager, Ill take the issue up with the manager my self. Why is that better? because I know the manager, I know how to spin things so they will go along with it. You want an employee going to bat for you. thats is twice as important if its your fault that something broke. I can’t count the times I have had people call screaming about something THEY broke and “demanded” it be fixed. I can guarantee you have just made it to the lowest priority on my list the second you demand I do anything.

What would I do in a situation like this? the same thing he did. I have done the same thing they have. I hear people complaining about a service I provide, and I can usually get something done, unless the customer really is at fault (which isn’t rare), then there is less i can do.

I suppose you’re right but that’s the pessimistic way of looking at it.