Quote:
Originally Posted by doogald
Having worked with people who provide excellent customer service (not in tech), trust me when I tell you - it is hard. Quite often you need to do what is not natural, quite often you deal with angry people who take anger out on you when you did nothing to deserve it, and quite often you need to tel people "no" - to know the few times when the customer is not right - and that, I really need to tell you, is the hardest part of all.
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I've been in the wireless business for 12 years on the end of the business that the average customer doesn't see. I don't buy into the "it's hard" thing. It's hard when you have to fight against people above you who don't give you the authority to do the right thing, or when you have to cut through ten layers of management that give you conflicting information.
It's particularly hard when you don't educate your people or train them how to deal with situations and instead make them rely on stupid scripts and a customer service system that requires a field to be filled out whether or not it applies to that particular customer.
It's also hard when you hire people because they come cheap rather than because they have the personality to do a job where they may have someone really aggravated yelling at them on the other end of the phone.
The job itself isn't hard; companies make it much harder than it needs to be. Apple isn't doing anything the other companies aren't able to do on their own, they're just doing the things the other companies
won't do.