Top Stories customer service
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I like to believe that you get better customer service when you play nice and aim for a pleasant interaction, but I’ve also gotten what I wanted by sounding like a complete lunatic. Does it matter how you act so long as you persistently request what you want? How do you get good customer service?
IBM’s Watson platform is being touted as the biggest paradigm shift to hit computing since we stopped using punched cards in the 1950s. Eschewing traditional programming, Watson is a cognitive computing platform that uses artificial intelligence to essentially think for itself. The system is capable of answering questions posed in natural language and is being embraced by various industries and businesses, including Australia’s ANZ Bank. By all indications, the system is incredibly proficient at answering complex questions — but what about customers who don’t know what they’re talking about?
According to new data from business software manufacturer Zendesk, high-income households are the most likely to be permanently soured after a bad customer experience — with 79 per cent blacklisting offending vendors for at least two years. Women, Gen X shoppers and B2B clients also refuse to accept shoddy service lying down, with many turning to social media to vent their grievances.
The video below features an audio recording of a ranting lunatic swearing repeatedly at VicRoads a call centre worker until the harassed staffer is forced to hang up. The takeaway here is not that you get more results with politeness than screaming, though that is a point we have made before; it’s that people working in call centres can be forced to put up with ridiculous levels of abuse.
We’ve talked about customer service a lot here at Lifehacker. Unfortunately, poor customer service is something we all have to deal with at some point — and often it takes a lot more than politeness and persistence to get your way. Get Rich Slowly’s Holly Johnson offers her best tips for tackling these difficult situations.
I’ve worked in hotels for more than a decade. I’ve checked you in, checked you out, oriented you to the property, served you a drink, separated your white panties from the white bed sheets, parked your car, tasted your room service, cleaned your toilet, denied you a late checkout, given you a wake-up call, eaten M&M’s out of your minibar, laughed at your jokes and taken your money.