Corporation adds a policy that's unpopular with customers? No worries, customer support is there to take the anger and complaints
"take your time"
"thanks for doing what you can"
"I hope your next call is easier"
Being nice to the poor CS person is easy and sometimes results in better service. There is no reason to take your frustrations out on them as no one in the company that could make a difference will ever hear about it.
That depends, if enough support guys get yelled into depression and quitting, someone higher up eventually has to make a change. But this is obviously very a dark path and so far, my support tickets did not feel important enough, to actually ruin other peoples life for it. But it sucks, that you seem never get through to someone who actually is responsible for all that mess.
But when the corporate representative is a bot, not a person, I know the superficial pleasantness cannot be explained by one person earnestly trying to be pleasant to another. No, in this case the pleasantness is wholly artificial and I don't appreciate it in the least.
The only way to have a person to corporation discussion is to file a lawsuit. At least that I know ofm
With each new "layer" the customer got a little less angry, until it came to a point where the customer would be in a more reasonable state, and then a solution would be provided which made the customer happy.
The dowside was that the first few staff members that had to deal with the customer would receive the bulk of the anger which I imagine wasn't fun.
But by making the customer feel like their issue was being "escalated" (even though the layers would actually be staff of the same rank), by the time the customer was sent to an actual manager, they would be more receptive to a solution.
However, chatbots are just another unpopular (result of) policy on top of whatever else the customers are unhappy with.
When I'm the customer, I've taken to outright saying on the call that I blame corporate/their management. Let enough customers get wise and maybe it'll change.