Why customer service ratings are getting worse

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Long hold times and the inability to get a real person on the other end of the phone are becoming more prevalent when it comes to customer service. Nancy Chen examines why.
#news #customerservice
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Опубликовано:

7 апр 2023

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Комментарии : 134

@tonjachristopher5877 Год назад

I worked in customer service for over 15+ years and the resolution is not relying on automation and not hiring enough agents as CEOs are getting greedy and not wanting to spend the money on proper training.

@rebeccaharper7859 Год назад

I think training is non existent in all types of customer service.Hire a warm body and set them lose.

@RantRantJoe Год назад

Working in Customer Service makes me wish the planet gets hit by an extinction-level asteroid...

@doctorfeelok8575 Год назад

That's fine....so long as you understand many of the customers you deal with, wish the same thing on YOU, and/or the company for which you work.

@ARedMagicMarker Год назад

It's why I refuse to deal with people in general over the phone and irl most of the time. Humanity in the grand scheme sucks, and half of their issues are brought upon by themselves. It's why I swore I'd never work for the general public ever again. Swine. Let the general rabble and their dumbassery inspire you to create your own business and escape the nightmare. Even high paying and respectable jobs like doctors and lawyers have to deal with the worst of the worst of the worst of humans. Get to the point where you can diminish as many of the general population of people from your daily life and in all aspects of your life as you can and get to the point where you can pay pay others to deal with the flea bitten curs and their issues for you. Oh, and that extinction-level asteroid? Not too far away, trust me. I know that thought scares the britches off of people, but it's a peace-giving thought for me. I know I'm not the only one either. XD

@sallydaniel1023 Год назад

Customer Service is a very low wage high stress job. You're constantly on the phone with angry customers, your phone calls are being listened to and picked apart by management, and you are watched all the time. They expect you to read from some stupid script that is written by people who clearly have no clue how to talk to customers. These are just some of the reasons cs is a constant revolving door.

@drakecarter1780 4 месяца назад

As a customer, that's not my problem. I expect my service and or product issues to be resolved quickly. They took the job. Their wages are not my problem.

@sallydaniel1023 4 месяца назад

@drakecarter1780 It can be when you treat the agents like trash because when you get paid next to nothing and get nothing but sh*t in return on both sides, then we just walk

@drakecarter1780 4 месяца назад

@@sallydaniel1023 I don't give any attitude. I'm polite and nice. Yelling and belittling won't get me anywhere. I just want my issue resolved.

@SanjaySingh-rm1th 4 месяца назад

@@drakecarter1780a karen spotted

@khon6339 Год назад

customer service is good when you owe them money

@TheKing75691 Год назад

The problem I have is every time you try to talk to somebody they put you through to India to guy named Dan and S*** The companies need to stop being cheap and pay these people the money that they need to pay in America not in these foreign countries

@IrateMoogle Год назад

Amen

@GarysnewYT Год назад

Absolutely correct.

@SanjaySingh-rm1th 4 месяца назад

People in your country don't want join low paying stressfull job in America, maybe you can join customer care .. to get it improved for an average american... after all english is your first language isn't it

@makeracistsafraidagain Год назад

Amazon has made it too difficult to get help.

@Ritz544 Год назад

A dose of kindness won't go that far either I've seen. I have had to put up with nasty attitudes over nothing as a customer. These places hire people who can't do their job. It's not surprising that people are leaving bad reviews.

@sativaburns6705 Год назад

Ok Karen.

@HighMaintenanceMinimalist 2 месяца назад

Very true. I recently wanted to convert a credit card I wasn't using into a travel card (as I'm traveling more now) and the agent I spoke with had no clue this was even a thing. I asked to speak with someone else and he decided to keep me on hold for 10 minutes, only to come back and refuse to transfer the call. I hung up, applied for a card with a different company, called back and cancelled my card with the next person I spoke with. Funnily enough, she offered to convert my card to another one, but by that point, I was already fed up.

@black_abysseus Год назад

kindness and compassion doesn't work with customers deciding they can attack the individual assisting them. I need my employees to want to comeback to work. The customer is not always right. Alot of times there wrong and decide that warranties only apply if they like the outcome. When they don't like the legal outcome that's not in there favor or basically they didn't get something for free, the customer will usually leave a bad review.

@Dfgbuiiyyyybb Год назад

I bet you if you could instantly pull you money back companies would throw way more money at customer service. The problem is it takes about a fraction of a second for you to give them your money and it could take days or weeks for you to recover your money if you’re in the right.

@ayemiksenoj5254 Год назад

One of the biggest issues I've dealt is customer service employees really have no power to fix a multitude of problems. Most of the time you really need to talk to someone in control of the decision making processes..

@cliffords.8341 Год назад

That's when you ask to speak with a manager.

@ayemiksenoj5254 Год назад

@@cliffords.8341 they usually don't have enough either. They don't have power over company processes. They just follow the rules they're given.

@imeakdo7 Год назад

@@cliffords.8341 found the person who likes getting people written up, c'mon get a job at a call center.

@cliffords.8341 Год назад

@@imeakdo7 What are you talking about?

@imeakdo7 Год назад

@@cliffords.8341 get a job at a call center so you won't be tempted ever again to get a manager.

@tula1433 10 месяцев назад

They want the human experience to be miserable. Post Covid I was trying to find a store that was open at 7am and couldn’t find one! I needed over the counter medicine. No 24 hour Walmarts here anymore, the rite aid and pharmacy stores open at 9am now instead of 6am, and close at 8pm instead of 10 or 11pm like they used to. Even my grocery store is 7am to 8pm! What about people up at night? Then you add in the LACK of employees every where you go, corporate has cut staff in half so a McDonald’s trip takes 30 minutes and your told to pull up and wait for someone to bring your stuff out since they don’t have enough workers! The self check outs, and taking away regular straws, bringing your own shopping bags now. The customer service experience is dead. Airports aren’t the only thing that’s changed. This new normal is not okay! Seems like stores and big companies want to keep the stores open for the smallest window of time they legally can, with the smallest amount of employees they can, and just put the work onto the customer! No I don’t want to bag my own groceries, figure out how to use the machine to pay for it, and scan them all one by one. That’s the job of the cashier! And then to be asked to TIP on the credit card machine is insulting !!!

@jeffreycone7504 6 месяцев назад

I think one should get a discount if they check out thier own groceries.

@honorbluelovelyful 2 месяца назад

I prefer self checkout as I feel I can move faster than most employees.....also if I don't feel like interacting I don't have to

@WordsfromtheBible 5 месяцев назад

God help me but after 5 times calling a company spending 6 -8 hours on the phone to resolve a simple issue and getting hung up on after showing employees the utmost respect and speaking calmly..eventually i get upset and someone gets a stern talking to.

@OperationDx1 Год назад

I've been on both ends of this as an agent the pay is garbage and the rules are stupid as you are treated not unlike the automated system it self. As a customer the automated system is hyper annoying where the setup to talk to a person is the very last option. I'll admit I don't even try to use the automated system and do everything I can to get to an agent as quickly as possible. I'm also the type that when I have a problem I call right away.

@viewfromthehighchair9391 Год назад

Congratulations!! You completely and utterly missed the source of the problem. It not the employee on the phone or the customer. IT IS THE EXECUTIVES WHO DESIGN THE SYSTEM TO AVOID RESPONSIBILITY AND ANYTHING THAT LOOKS LIKE CUSTOMER SERVICE. Companies, governments and other entities have apparently come to the conclusion that "We" now work for them and not the other way around as was traditional. Perhaps take another shot at this report and examine how the decision-makers have steadily divorced and shielded themselves from any customer interactions so that they can implement bad decisions which destroy customer confidence and increase profits (the motivator of all things) without fear of having to own the failure they create. I look forward to your report unless, of course, YOUR EXECUTIVE has already decided not to cover THAT ISSUE. Gee, I wonder if I can get them on the phone to talk it over. No? They're not available to speak to customers? Wow, that's a surprise. Who saw THAT coming? Ya, I know, literally everybody.

@tula1433 10 месяцев назад

Excellent comment!

@tula1433 10 месяцев назад

Exactly! They want the human experience to be miserable. Post Covid I was trying to find a store that was open at 7am and couldn’t find one! I needed over the counter medicine. No 24 hour Walmarts here anymore, the rite aid and pharmacy stores open at 9am now instead of 6am, and close at 8pm instead of 10 or 11pm like they used to. Even my grocery store is 7am to 8pm! What about people up at night? Then you add in the LACK of employees every where you go, corporate has cut staff in half so a McDonald’s trip takes 30 minutes and your told to pull up and wait for someone to bring your stuff out since they don’t have enough workers! The self check outs, and taking away regular straws, bringing your own shopping bags now. The customer service experience is dead. Airports aren’t the only thing that’s changed. This new normal is not okay! Seems like stores and big companies want to keep the stores open for the smallest window of time they legally can, with the smallest amount of employees they can, and just put the work onto the customer! No I don’t want to bag my own groceries, figure out how to use the machine to pay for it, and scan them all one by one. That’s the job of the cashier! And then to be asked to TIP on the credit card machine is insulting !!!

@viewfromthehighchair9391 10 месяцев назад

@@tula1433 I just heard that some stores now have security to check that you scanned all your products at the self-checkout because people have been trying to get through without paying or some. Injury, meet insult; I'm sure you will be good friends now. Let's hope the pendulum swings the other way some day. On the bright side, I haven't had fast food in 2 months and I've avoided Swiss Chalet for over a year. I used to order Swiss Chalet, on average 3-4 times a month. Ya miss me yet SC? You will eventually.

@jeffreycone7504 6 месяцев назад

I dont understand how a company can render bad service and still make money.

@rhoadestyler321 Год назад

There is NO reason to yell or become angry at a entry level employee. Be civil and kind, it will go far. If you have ill will, it should be towards the upper levels of the company.

@brianhanson9781 Год назад

Customers today feel overly entitled and will do anything to manipulate the situation in their favor. Especially in this day and age of “Amazon” and it feels like it’s gotten worse post pandemic. I deal with people like this every single day. Threats of social media, unreal expectations, and overall rudeness when all you’re doing is trying to kindly resolve the problem is insane. However, on the flip side of that companies have become lazy and cheap…they do not train their employees well enough or provide the necessary resources to give the customer experience required so it’s a perfect storm.

@alexanderredhorse1297 10 месяцев назад

capitalists have designed this method of customer service to be intentionally difficult to deal with so customers are just sort of force to "take it."

@honorbluelovelyful 3 месяца назад

I was the type to lose my patience until i started working as a csr.....im a lot more empathetic knowing how powerless they truly are...not to mention under trained and over worked.....csrs normally are asked to cover multiple departments with different procedures in each department....one cannot master each department as they all have their own processes and policies...the quality of service suffers from making them wear far too many hats....training helps but it turns into burnout when each call is a fight for your life to help them with something u barely understand yourself....trust its a daily occurrence to log off with a headache....

@bamkablam 11 месяцев назад

I tried to get a direct line for the gentleman who explained how to configure my new phone purchase so I could call him after I thought about it. I offered this for his benefit so he could get the commission on the sale. He told me there was no way for me to reach him directly but he would call me back. I told him I didn't want to be called back until I had a chance to think about what we talked about. He then had the temerity to completely disregard my clearly stated wishes and offered to call me back in a half hour or an hour. I got annoyed and hung up. He entirely missed the point that I do not want to be called!!! I want to call when I am ready. I guess I will do that but since he doesnt have an extension or a direct line, whoever sets me up will get the commission, not him. Sad for him.

@DistrustHumans Год назад

Simple, business owners are very good at not having to answer for the decisions they make. Customer always get angry at the service rep, who has absolutely no control over that decision. Yet, when the angry customer is in the presence of the business owner that actually did makes those deisions, the customer fawns and kisses their feet.

@drakecarter1780 2 месяца назад

The customer service rep still has more authority to fix the situation vs the customer.

@janiekcarney5482 Год назад

Companies don’t want to pay to fund customer service.

@janedoe1404 Год назад

Social media, and corporations are the reason for bad customer service.

@JerryMadden248 Год назад

I recently had a issue with a hotel. I guaranteed the room only to show up 30 minutes later to find out they had no reservations available I have spent close to 10 hours on the phone dealing with people from other countries who do understand English. I am told that although they had no rooms available and I showed up for the room I do not have a right for a refund.

@sativaburns6705 Год назад

You yell at that cloud Jerry!

@maxlinder5262 Год назад

Customer service is BAD....😮

@bonimessner6360 Год назад

Since COVID seems customers lost their last bit of Patience and decorum manners towards others.

@ohgin12345 5 месяцев назад

It's the other way round

@drakecarter1780 4 месяца назад

That's not my problem. I spent money at a business and I expect my service and or product issues to be resolved. I don't care about your wages or company problems. Fix my problem so I can go about my day. Go complain to your manager about any issues. The customer cannot do anything about it and frankly, I don't want to hear about it. You took the job and the low wages. How is that my fault?

@jcamacho5103 Год назад

I try not to yell at people, and I am pretty sure I have not done that, but I believe that customer service has gone downhill in nearly every way. Customers are also part of the issue, but I think the overwhelming accountability rests with the company (and not necessarily the employees).

@Facetiously.Esoteric Год назад

Because companies don't pay them well, train them nor care if the service representative is rude. We had decades of dealing with foreign call centers that are on the other side of the world and who don't care if they help or not.

@GarysnewYT Год назад

Wells Fargo , Amazon, BBB, are among those with very bad customer service.

@shelbylue 6 месяцев назад

The (lack of) service is infuriating. Feeling unseen as a human, and common sense/decency not applied. So sick of it that both my husband and I are scaling back to everything but essentials. Large companies are showing their hand that they will do ANYTHING for greed and we have had it. It’s no longer an equal exchange of goods and respect in most instances (in our experiences), which makes me so sad.

@_ladiosanegra Год назад

I HATE THE WAY THE WORLD IS SINCE. COVID HORRIBLE SERVICE EVERYWHERE AND LOWER QUALITY

@rebbecanoir 22 дня назад

People working in customer service don't get paid enough to be yelled at atleast every hour if not more That and they are never properly staffed so the company is able to make more money while the staff members suffer That's why the service sucks

@shiftymcgee9359 Год назад

Modern business in America focuses on stock value over customer satisfaction or even producing something people want to buy.

@munling6627 15 дней назад

Customer service is so bad when I demanded $500 for a $20 item

@RAWGRIP54 Год назад

Customer service is shi**!. 24/7......

@spotlight1220 Год назад

Amazon was the worst!!

@GarysnewYT Год назад

Absolutely correct.

@an.american Год назад

Even my AI calling in my stead is complaining about everything mentioned here. My AI is cussing ME out it's so frustrated.

@Morzanith Год назад

A story about Karen's, for Karen's, by Karen's.

@sweaterweather8789 Год назад

Hmm. Do these rude people want their surgeon acting this way? Their primary care doctor? The people they depend on??? Didn’t think so 😡

@eddenoy321 Год назад

There are too many sketchy and rude primary care doctors. Be careful who you see and how you are treated during the 15 min. you get with them. I have seen some appalling behaviour in a medical workplace. The family or primary care profession has been badly degraded by corporate ownership. Same thing in the pharmacy.

@S.A.M.Gabriel Год назад

AND THE WORST OF THE WORST IS COMCAST ☹️👎☹️👎☹️👎

@jonnanderson6489 Год назад

A.I. will negate this problem.

@ARedMagicMarker Год назад

Hopefully. But people want to bug other people for "the human experience", so I don't see it going over with those kinds of people.

@user-im1dq1rq6d 7 месяцев назад

Customer service no longer exists in america. If there is a phone number listed -your on hold for an hour. If your able to speak to anyone-most likely you will be transferred-another long hold and you have to explain everything all over again and they dont have the power to rectify your problem anyway. You can complain all you want nobody cares-its all about getting the money.

@Teting7484f Год назад

People want the cheapest products thats why amazon, facebook, ali express, walmart are popular.

@HookHandMan 10 месяцев назад

I'm just browsing to make sure I'm not crazy or alone here. And we have to pay more for everything too.

@Onehitwonder828 Год назад

Customer service is generally an entry level job and the young people today just don't care about manners and professionalism. The break down in our society is happening at all levels.

@IrateMoogle Год назад

Very true, it's evident the newer generation was raised without structure or discipline. Social media is also a big issue. It's a pestilence that is facilitating the destruction of our society.

@Zero11_ss Год назад

What a dumb take. You are just trying to bring the blame back onto the worker instead of the business.

@Onehitwonder828 Год назад

@@Zero11_ss I don't care what you think.

@Zero11_ss Год назад

@@Onehitwonder828 keep crying about some low wage worker then while the businesses continue to milk you lmao

@Onehitwonder828 Год назад

@@Zero11_ss and 45 min. later, I still don't care.

@user-js9fu2sm4k 5 месяцев назад

Thats because most us people are rude customers. They keep shouting on representatives. You make workers quit on their job. If I would make you choose. Would you choose to stay calm rather than not getting answers you need? Not everything you want can be solve. Sometimes you have to wait

@steve293 10 месяцев назад

No this isn't my problem. My problem is with representatives acting extremely patronizing and getting an attitude when im actually trying to be polite and respectful. At some point I went to asking myself who the customer service rep is who the customer is.

@gorillashop337 Год назад

At least Discover does thing right please hire Americans

@janiekcarney5482 Год назад

Not if you’ve spent hours of your valuable time trying to resolve issues.

@supermodelatlanta1354 Год назад

Bc They want to "put you on hold while they investigate that one"

@ldm1828 Год назад

Automation with these excessive prompts is the absolute WORST! Some lines just keep you waiting and holding down rabbit holes that make it so frustrating. DEF needs to be FIXED‼️

@jeffreycone7504 6 месяцев назад

I had one horrible experience when I finally did get to talk to someone they didnt speak English. I sreamed so hard and loud that started to cry and then I smashed all the furniture and I ended up breaking my hand.

@eddiea.2909 Год назад

I work on phones with customers and overall people think I am nice helpful and understanding. Of course I have customers with attitudes but I find as long as you listen and remain calm people will respond back the same. I do find myself fixing issues of other CSRs not properly trained or new hires giving out wrong info. Also the emphasis on saying the same script exactly is unnecessary since the customers don't care ...Customers main concern is resolution of their issue which I always try to do even if I need to seek out help from my supervisor. As a customer I do agree long wait times with loud music or repeating slogans is irritating...Also trying to speak with someone and not a computer should be easier..There are many people who like speaking with a real person instead of a recording to make sure their issue is heard and given proper attention..I rarely get bad reviews but if I do it's usually from people who are looking to vent because they know they are in the wrong. I can't believe people would try and get you fired by writing lies about how I spoke with them..Thankfully our calls are recorded so the truth is known about the call..

@thebastardgift Год назад

To the greater degree customers get treated like agents on the phone get treated by their managers who likely got the job via favoritism.

@paw-za-tivepooch4508 Год назад

People just get tired of telemarketing calls sometimes

@doctorfeelok8575 Год назад

That's a completely different topic, not related to this in any way.

@kmk1117 Год назад

Because the younger generations are being trained by also younger generations so they never get that customer service is first and foremost for clients and customers. When I’m reality that’s their bread and butter.

@alexanderredhorse1297 10 месяцев назад

it's designed that way on purpose

@v8trax Год назад

9/10 Karen's wanted to speak to the Manager in Q1 of 2023

@eddiea.2909 Год назад

Karen's? You mean white people?

@IrateMoogle Год назад

I had a woman from customer service of my mobile company straight up ignore me and stop replying to my messages in chat because I didn't want to upgrade my plan.

@traceh_54 Год назад

The problem is the customer lol people are the worst

@yodaleiheehu3280 9 месяцев назад

The job is not for humans. It's highly repetitive. They just need a really good AI and programming to make it work. It's not that hard to do.

@1lorijb Год назад

It's all bad, we are not growing and getting better!!!!!!!

@meahdahlgren6537 Год назад

Right

@Pearly7 Год назад

Hiring incompetent and shady people isn’t helping. I get lied to all the time by customer service. They’ll say they’ll fix it, but they never do.

@dorothyvjones52 Год назад

Weak audio 😳🔊🎧

@charlanetrapani30 Год назад

Horrible

@davidc3943 Год назад

I bet your microphone man, won’t go out his hands on anybody in a open carry state!

@tiboregoldberger6817 Год назад

Not speaking English not speaking English not speaking English 👍👍👍👍👍👍👍👍🦍🦍🦍🦍🦍🦍🦍🦍🦍🦧🦧🦧🦧🦧🦧🦧💩💩💩💩💩💩💩💩👽👾👽👾👽👾👽👾👽👾👽👾👽👾🤡🤡🤡🤡🤡🤡🤡🤡🤡🤡🙊🙈🙉🙊🙈🙉🙊🙈🙉🙊🙈🙉

@TheShpmusic Год назад

😁🤣😜

@danahaan4691 Год назад

I don’t even have to listen to this video to tell you why customer service is bad. It’s bad because politics are very polarizing, young people feel the need to take pictures of their food and multiple pictures of bathroom selfies while feeling entitled. The older generation is extremely daft when it comes to expectations in customer service these days. I think that the older generation does not understand what’s really happening in the world versus how things used to be. For their generation that is. Having said that, if I can’t get some thing that I need through customer service, or someone feels the need to talk to me like I don’t matter, I have learned to simply shut up, walk away, and take it elsewhere. It’s not worth screaming at someone who is unhappy to begin with when it comes to the quality of their lives.

@danahaan4691 Год назад

@@jkdstudio1242 maybe some, but not most. And to be fair, demographically, depending on where you’re from, there’s a large amount of the boomers that can’t even name the three branches of government and what they’re for. I challenge you or anyone to walk out on the street and ask random people that question 55 and older. Watch what happens.

@MONSOONFBA Год назад

Because of illegal and legal immigration and their deficiencies to simulate into traditional American culture. They’ve long since joined the mainstream political Fascism Movement. There’s other dangers that have developed over time and have emerged as the main causes for concern for cancel-(American) culture. The problem with our society is that we don’t have a good sense of how to respond adequately to people who challenges our American traditional beliefs and values, as Americans. If they (immigrants) can change the way we (Americans) live as a nation by changing our culture. Than so goes our culture and our society as a whole. #Third #World #Fourth #World #Culture #Cancel #American #Culture #Stop #Illegal #Immigration

@sativaburns6705 Год назад

Lol this nation of immigrants being changed by immigrants what a crazy idea. If you cant go out to touch grass you can order Pet grass on line. Its suppose to be For your Pets, but in your case you can keep it as a pet, and pet it.

@MONSOONFBA Год назад

@@sativaburns6705: There’s a difference between invading a country and imposing on the that country’s people. FBAs are not immigrants respectively we fought for the 14th amendment rights. We had to fight / Die (bombing churches) school shootings and shear terror just to eat at public restaurants. Our culture may have evolved into this European holidays, but throughout history we’ve created a more inclusive culture offering our different perspectives on how we celebrate our differences aside from those who don’t share our values or beliefs.