Lofunzo wrote:Somewhere along the line, people got it in their heads that they get positive results if they cause a stink.
Customers don't get to speak to the people in charge of fixing problems directly, so the thought process is if the company handles enough of the same complaints, the higher ups will finally fix the problem. I've worked many places where we changed something because of "too many complaints" or even one really ticked off person (physical threat, lawsuit, whatever), and the bigger the stink that was made, the more likely the higher ups would hear about the problem in question. Look at Twitter and Facebook nowadays. Someone gets bumped from a plane or whatever, they go on Twitter or Facebook, make a huge stink over nothing, get a ton of followers on it, and out comes the president of the company with a statement, apology, restitution, and solution. Without that big stink, the president would have never even heard about the problem and odds are very good the problem never would have been fixed.
So yeah, customer service reps will continue to get hammered by unhappy customers. The solution is either to put customers in direct contact with someone who can actually fix the problem, or train customer service representatives to fix the problem (if it is possible for a CSR to fix).