Quote from: vertigo on June 07, 2024, 15:32:31Not saying it's ok to go off on a low-level CSR, but it's telling that their answer is to do this as opposed to, I don't know, maybe changing policies in order to create less problems for customers that are going to make them so mad to begin with.
Banks and big companies are tired of training new staff over and over because turnover is high in these crap jobs.
We all understand why these jobs are crappy, angry customers lashing out are never easy to handle, but ultimately it's because corporate directives from above are causing dissatisfaction.
It's much easier (and cheaper in the short term) to spend millions on a voice-softening piece of software than fixing what is causing dissatisfaction in the first place.