comment: >
  
  It’s not better than the Bangladeshi guy who’s name I strongly suspect is not David. They read the same script.
context: ~~Cheerful~~ Chatbots Don’t ~~Necessarily~~ Improve Customer Service >
  
  They do piss off customers. Almost as bad as CSRs who say, "I know how you feel".
  Why do CSRs say such useless drivel to already annoyed customers? >
  
  Worked in a call center, and we were told to “empathize” with customers. We would get random calls of ours pulled and graded and we’d listen to them with supervisors each week. If we missed out on saying things like that, we’d get graded down. I hated saying that shit, but I wasn’t trying to get fired either. >
  
  23 years of call center experience.
  Sometimes we really do empathize with you. 
  “I know how you feel” is the /worst/ thing you can say to a customer in my opinion.
  “Waiting on the phone for an hour to reach someone is very frustrating Ms Customer.  As someone who works on a phone line 12 hours per day, I feel I understand the value of time when as a consumer, I call places to get things accomplished.  Let’s get to the bottom of this so we can get your issue resolved.”  
  Wordier? Yes
  Telling you a lie? No
  And @throwawaysecretlove is right.
  Depending on the size of the corporation, they listen for EVERYTHING and will terminate your employment for the stupidest reasons, including not expressing regret or empathizing with customers’ frustrations.
  Edit: phrasing & punctuation on the long sentence in quotes for readability. >
  
  Fun bit is that measuring customer service is harder than ever now. Folks realize on those surveys that there are only two real options “should the csr keep their job or not” doesn’t really measure how good the service is. >
  
  Even in retail it's the same metric. We have a group for reporting surveys that should be removed from our locations grade because it's actually for another location or it's clearly a spam/joke review. The response from the people receiving these reports is typically take the L and the review will drop off in x timeframe.
  But anything below a high 9.# is a bad review >
  
  Comedy sci-fi has already discussed how fucking annoying robots with fake personalities are. >
  
  I'm shocked. >
  
  Chatbots are much worse than being on hold or a 10-level phone tree.  They  never help and then the companies expect you "Rate your experience". >
  
  Imagine being the pornhub engineer who accidentally switches up the customer service bots and sex chat bots…
  Fired or promoted, it’s the only options. >
  
  I strongly dislike chat bots. I can actually search a website or read a FAQ. Chat bots are basically FAQs that are fed to you when you enter text. >
  
  If I sound pleased about this, it's only because my programmers made this my default tone of voice! I'm actually quite depressed!