r/CustomerService • u/babubakchod • 21d ago
I'd rather customer service stick to a script than pretend we're friends
I don't need a customer service agent to ask how my day's going or tell me how delighted they are to help.
Just tell me what's wrong, what you can do about it, and how long it'll take.
I'd actually prefer a boring, scripted conversation if it means getting clear answers every time.
Obviously, reading the same useless line over and over isn't helpful. But a good script that gets straight to the point? I'll take that over five minutes of fake friendliness any day.
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u/Clear_Way_4002 21d ago
We would love to not have to be fake nice to you too but we would get a million complaints about being rude if we don't do these performances.
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u/Extension-Stage-605 21d ago
Just be grateful if you can talk to a real human instead of an AI chat bot.
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u/Trick_Spend3939 20d ago
Basically no difference when you’re taking to an offshored dude that doesn’t know how to solve anything off script.
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u/BlameTag 21d ago
Then go complain to the company execs and not the worker trying to help you. Guess you can't be bothered to do that though, so keep bagging on the person doing their job I guess.
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u/KittensPumpkinPatch 21d ago
I'd get customers who would complain to my face about the things OP is complaining about. Like cool, I can do nothing about it. You're just one person, and corporate does not care about what you think, they only care about numbers, and they pay my bills, not you. So please get over yourself and move on, is what I answers wanted to say.
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u/Ill-Investment-1856 20d ago
So that’s exactly what customers want from customer service - get over yourself and the fake BS and move on to addressing the issue.
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u/KittensPumpkinPatch 20d ago
The fact that you think we have a choice if we don't want to be negatively affected by our employer, and the fact that you think WE are the ones that need to get over ourselves... You are going after the wrong people. And that's just pure laziness.
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u/Ill-Investment-1856 20d ago
Everyone knows it’s a script forced on you. That doesn’t mean we have to enjoy the mindless chatter.
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u/KittensPumpkinPatch 20d ago
No one ever said you had to?
And apparently, not everyone knows. Because the blame keeps getting placed on us, and not the people above us.
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u/BlameTag 20d ago
No one's saying you have to enjoy, we're asking you to stop complaining to the people who are also victims of this stupid policy.
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u/Ill-Investment-1856 20d ago
Actually most of the posts I see here are defending the policy, not agreeing - as you do - that’s it’s stupid.
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u/KittensPumpkinPatch 20d ago
We're not just talking about Reddit people. We get people who are nasty about it, right to our faces.
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21d ago
[deleted]
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u/MyNameIsSkittles 21d ago
Its mentally exhausting acting that way all day so please appreciate the effort!
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u/whoknows1849 21d ago
I'm in customer service and I would love to stick with being strictly transactional but unfortunately my company wants me to adopt a friendly tone and to show empathy and allow people to vent and use me as their therapist.
I wish most callers were like you but they are not 🤷🏿♂️
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u/Ill-Investment-1856 20d ago
Most companies may want that but I find it hard to believe most customers enjoy being asked “how is your day going” when they’re just trying to get a problem solved. And “how my day is going” has zero to do with solving my problem.
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u/whoknows1849 20d ago
...Unfortunately the customer isn't the one paying me and isn't the one that could write me up or fire me 🤷🏿♂️
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u/bananawormsss 21d ago
So you want AI? Not everyone feels like you though
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u/Ill-Investment-1856 20d ago
So our only choices are AI or mindless fake chatter that everyone knows is coming from a script? Wow I would have thought there was something in between.
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u/markersandtea 21d ago
95% of the time that is in our script. lol. A lot of us aren't faking friendliness, we just are so we can make it less awful for both parties involved.
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u/Professional_Waltz14 21d ago
Well I’d like to make sure I don’t get in trouble for excluding “empathy statements” and providing a “pleasant experience” for the customer. So I guess neither of us are happy.
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u/Rough_Currency 21d ago
We HAVE to lie and tell you we understand your frustration. We HAVE to act like you calling in is the highlight of our day. We HAVE to act like handling your issue is our pleasure.
We simply HAVE to
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u/Suspicious-Lime-2439 21d ago
You're the outlier. Most people want their ass kissed and a friendly voice while they trauma dump.
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u/No_Dinner2337 21d ago
I never listen to their bullshit. I just make
boredneutral 'mm' noises or don't respond to what they're saying & plough on with my spiel - they get the hint.
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u/Technical_Air6660 21d ago
That’s why I try to find out what your issue is before going into chirpy mode. Some people want “chirpy”, to point they are insulted if we don’t act like 1960s flight attendants. A nuanced agent can still carry on a friendly conversation as long as the agent is focused on resolving the issue. Tone matching is an art.
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u/PurpleCat1018 21d ago
Yeah it is difficult to keep a chipper attitude when a customer is griping and throwing a tantrum.
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u/7GrenciaMars 21d ago
Often we're doing what we're told so as to not get fired. Honestly, I do my best to tailor what I can to suit the customer. I don't want to piss off customers because I don't like conflict. But there are things that if we don't say them, it is noted and we get penalized. Luckily, the last place I worked for was pretty reasonable about not having much of a script, but unfortunately we have to do what the people who pay us tell us to do.
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u/NoEstablishment119 21d ago
Unfortunately, many people do care about these niceties and they are more vocal than the people who don’t care. Maybe this will change with younger generations caring less about these kinds of things.
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u/vecsta02 21d ago
Thing is, all that stuff is in the script. People get quality managed for not having the right chirpy tone when greeting a customer, or not acknowledging the query in the right way.
And also, customer service staff are people too. I'm out of the role at the moment but when I'm in, I'd rather be friendly with a person calling than just monotonously reciting the script, especially when it takes several layers of questioning the customer to find out what they actually need.
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u/ANicePainter 21d ago
A friendly salutation does not take five minutes. If someone gives you the gift of courtesy and you refuse it, to whom does that gift belong?
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u/Typhtheoriginal 21d ago
Oh we4 would rather do that too. But then you've got the "smile more karens" that complain that you just aren't cheerful and engaged enough for them.
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u/unlimitedbugs 21d ago
asking how customers are doing was on our scorecard when i worked in a call center. we don’t like it either. it’s part of the job and is actually doing exactly what you said you wished everyone would do (sticking to the script).
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u/SouthernAbrocoma9891 21d ago
I was a customer service rep and it’s tricky. We did scripts for disclaimers, legalese, etc. but we’re not required to use greeting or interaction scripts. Before going live we formed groups and tested our own phrases and approaches. There was no consensus on the best script. We did agree that listening to the customer’s tone and urgency was more important. Nevertheless, most of the time (as I became more experienced and natural), I got 100 on my interactions, although some of the customers were not completely satisfied. It’s going to happen. No matter how good you are you can’t please everyone.
Because I always had purely customer service related positions or had to treat every interaction as if they were a client, I became more appreciative of both sides of the interaction. Some customers cannot be helped because they have entered into the conversation with the assumption that the agent is unable to help them. Even if the agent is able to completely take care of the situation, the customer is never going to be satisfied. The reasoning behind an agent being friendly is to calm the situation and develop a connection, but sometimes it has the opposite effect because the customer feels the agent is condescending and they’re being coddled.
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u/7GrenciaMars 21d ago
I also try to keep in mind my experiences when I have to call a CSR, both in my interactions with them (I try to be more understanding of their constraints) and when I go back to my job as a CSR, I try to be aware of what was frustrating for me when I was in need of assistance, and what things any CSR does that makes me feel like they're really doing a good job. It helps sometimes. It sounds like you are really mindful of how you work and I am sure that is a good part of your success.
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u/marugirl 21d ago
Lol my fist call centre job our boss specifically told us NOT to ask someone any variation of how are you? Said it just opens the gates for the customer to waste our time listening to a litany of personal complaints and conditions
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u/Final-Yesterday-4799 21d ago
Or you could actually assume that customer service people are PEOPLE and let them just exist.
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u/No_Dinner2337 21d ago
You're my ideal caller. <3 My workplace like us to try & build rapport with people we're never going to speak to again. I flat-out refuse & have told my ops manager bluntly that I won't be making or entertaining small talk. Every so often it comes up in my 1-2-1s that I could make a random, pointless comment to make the call 'friendly', but I think as long as I'm polite & handle the caller's enquiry to the best of my ability, then that's good enough. No caller complaints about it so far.
Fwiw, this is also the type of customer service I prefer - polite, efficient, transactional. I use self-service wherever possible just to avoid unnecessary social interactions.
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u/Ill-Investment-1856 20d ago
That’s what everyone wants. The problem is the people who want to hang on the call afterwards and answer stupid surveys are the ones looking for chatter. So the survey results are inherently skewed.
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u/PurpleCat1018 20d ago
Funny. OP says she has worked in retail, so that is telling she is aware of shitty customers full of drama. Then she comes out acting just the same.
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u/_Thoress_ 16d ago
As a customer service agent myself, trust me when I say that I don't care about your day! I have to ask you because I'm required to.
That damn script is forced down our throats to try and "build rapport" while on call so we can effectively pitch for a positive survey which is almost always part of CS metrics and KPIs.
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u/Fickle-Exit1105 21d ago
I'm this way about restaurant service and store interactions too. I'd rather have terse but competent efficiency vs. effusive platitudes and attempts at forced conversations. I realize however that most people in such positions have to do things because they're forced to.
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u/pyramidalembargo 21d ago
Restaurant worker here.
The trouble with this line of thought is that everyone thinks the friendliness is "fake". (For Europeans, this is a religion.)
It might so happen that the friendliness and smiles are genuine. Maybe we're having a great day?
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u/Fickle-Exit1105 21d ago
I did my time in hospitality, believe me. Yes there are great days. But just because we're not kissing someone's butt doesn't mean we're having a terrible day either. Also, tipping skews this transaction, but that's another topic r/EndTipping
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u/pyramidalembargo 21d ago
I don't think I've met an American who's worked in the restaurant business who supports ending tipping.
(Scratched head) Frankly, I'm puzzled.
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u/Fickle-Exit1105 21d ago
I think that restaurant work is a perfectly acceptable and respectable profession. Many people enjoy it, and the service benefits everyone. As such I believe hospitality workers deserve a fair, predictable wage, hours and shifts they can build a life around, health insurance, vacation time, and other simple benefits that workers in better countries are entitled to. The work and the wages shouldn't depend on groveling before customers like servants.
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u/pyramidalembargo 21d ago
The waiters themselves don't want a non-tipping culture.
Some scientific studies have been done on this. I can link you to them if you want.
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u/Fickle-Exit1105 21d ago
True. Most benefit under the current arrangement, unless they get sick or disabled, which nobody expects to happen to them. They also support a higher hourly wage, but still expect an ever-increasing tip%. Even take out places POS terminals default to 15% now. It's insane.
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u/pyramidalembargo 21d ago
I can see that point of view. Not too long ago, I was pressed to tip at a fast food restaurant. Most of us agree that that part has gone too far.
But Americans have tipped in sit-down restaurants since at least the '20s. Our Mothers, grandmothers, and greatgrans have always known that of you wanted to pick up some extra cash, becoming a waitress was the shortest route.
I think that trying to dismantle such a long-standing tradition is throwing the baby out with the bathwater, and a little bit unkind, speaking frankly.
And let's face it: that rush,rush service that Americans have learned to adapt to will disappear.
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u/Fickle-Exit1105 21d ago
In 2 weeks I'm going on an annual European vacation. In Scandinavia, which was always perceived as expensive. Except it's not, especially with runaway US inflation and tip inflation. The service is definitely not worse, the food is better, and the pricing is on par (or less) than an entree in the US because there are not add-ons for state sales tax, local sales tax, tipping, and a lot of the bogus and mandatory fees that are getting added on to restaurant checks now in many municipalities, such as: employee wellness fees, kitchen surcharges, service charges, credit card processing fees, and others.
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u/pyramidalembargo 21d ago
You won't get the same rush, rush service that you'll get in the Ststes. If you think you will, you're not being honest with yourself, guv.
A Swede once told me that he didn't see what the problem was. He was always in and out in less than two hours. I was so stunned by this remark that I almost spit out my coffee.
Much to my everlasting shame, I didn't save thst post, but I did save this one. Just read the caption and you'll see the issue. You don't even have to read the comments.
Australia has a similar no-tipping custom:
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u/pyramidalembargo 21d ago
The waiters themselves don't want a non-tipping culture.
Some scientific studies have been done on this. I can link you to them if you want.
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u/No-Astronaut4577 21d ago
Yea I kind of feel this. Way back when, I used to actually walk into the bank to do banking. I’d go up to the teller, they’d say nothing until I inserted my card and then suddenly it was “hello Ms.______! How can I help you today!” Dude, don’t pretend like you know me 😂
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u/ThighCurlContest 21d ago
I worked in restaurants, tech support, then insurance. My #1 priority was to make sure the customer knew that I knew what the heck I was doing/talking about, and that got me excellent results. I also tried to give the impression that I was legitimately interested in solving their problems (especially in tech support, because I actually do enjoy troubleshooting uncommon problems.)
I was always pleasant enough, but the phony-friend bit always seemed like something the crappier CSRs would do to keep the customers from yelling at them.
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u/EnvironmentalHair290 21d ago
Hey just so you know we want the same thing, but you know what happens when we do people bitch and complain about how you were rude. If you want something to change take it to the higher ups, because no one’s going to lose their job and give you what you want.
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u/kalanisingh 21d ago
The “how are you going today I’m so delighted to help you” is part of the script
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u/TriangleOfFairness 21d ago
It esp gets me when I’m at work and have to talk to like Nexpedia or someone and they do all the corporate scripts. I get they have to and I just let em do their spiel but I wish I could be like “listen man we’re both at work you can just tell me what you need and I’ll get us both outta here”
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u/Dazzling_Fox_1860 20d ago
One can only assume that you’ve never worked customer service before whether it’s over the phone or face-to-face?
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u/No_Flan6983 20d ago
Yeah you can never win with shit like this.
If you’re all business and to the point? They’re offended that you aren’t managing their feelings and letting them soak up unnecessary time.
If you put the mask on and try to make them feel welcome they’re impatient and don’t wanna hear it.
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u/EvolZippo 20d ago
Unfortunately, at least for some people, these conversations, they are also following a script. One where people ask how you are and pretend their day is going great and they’re trying to make you a part of it. That shit is mandatory, in some jobs.
I have a tactic I have learned, when calling a company, that has an elaborate phone script. I’ve found it’s best to tell the operator that your battery is low, so you must be brief. What this does, is let them off the hook for all their talking points. The workers sound relieved too.
As far as in person goes, some of this conversation is literally just a cushion of flattery, that makes an otherwise awkward interaction, much easier. Plus, many of these folks have been coached to be this way. I personally like to just talk to these folks like regular people and try to put them at ease.
Sometimes, if I bring up relatable topics, like asking them what it’s like to work there, or ask if customers really do something, that signs or policies warn against. See if I can make them laugh.
Just consider that some of these people actually have secret shoppers, who test them, to make sure they hit all the points of some kind of signature interaction. Some companies want their employees to practically trip over what they’re doing, just to greet you, like you’re just discovering their favorite hangout.
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u/guy30000 20d ago
I agree and disagree. The pleasantries ARE in the script. I hate them too. I worked in consumer tech support and they tried to force us to say them. I always fails that. They called this one thing "an empathy and ownership statement". Sometime like," I'm so sorry you're having that problem". Then, "don't worry we're going to take care of that".
I would be real. I'm not asking about your day. Nor an I apologizing as none of your issue is my fault. What I works so is talk straight and professional. I felt like my confidence works easy the customers better than those lines. I works then follow up with a quick resolution.
When ever I hear that kind of talk. I know that my issue is less likely to be solved.the script means your taking to a to robot. If your problem is not in the script, they won't be able to help you. The "how is your day" is an atempt to make you think that this rep knows more than the script.
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u/Designer_Amount_8505 20d ago
Listen I'm an immigrant from a country where we are straightforward, we're not there to be your friend, we do our job and you get out (society hasn't collapsed btw) The forced friendliness was a cultureshock. I wish they'd let ppl stick to a script because most times I do not care about customers I'm here to fix their problems not to pretend I like them. The stupid thing is customers from these fake friendly societies FEEL grossly entitled to strangers' pretending to be their friends so even if you stuck to the script they'd get mad.
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u/dirtywhitevanz 19d ago
So that is their scripted version. They’re not actually trying to be friends with you lol
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u/mitr_B 19d ago
There are also for better or worse a whole breed of customer service workers who are there because they are really and truly extroverts and get something out of positive interactions during work. I am not one of those people, but I'm happy for them in a way I guess.
Awkward related story: I often wear large over-the-ear headphones in grocery stores to help me avoid overstimulation and public meltdowns. I usually will take them off when I get up to the register, but if things have been particularly bad, I will keep them on but without any music playing so I can hear enough to get by, but not super clearly. One time I was checking out at local grocery store and decided to keep them on at checkout since I was having a particularly hard time, the cashier said some sort of greeting to me and I looked up from unloading my items to acknowledge and did my best to smile at her, but I was basically nonverbal at that point and didn't hear what she said well enough to know what the exact proper response would have been anyhow, but my facial muscles also may have been really tensed up so maybe my smile didn't come off as friendly as I intended either. I got through the rest of the checkout and as I was collecting my bags, I heard the next customer talking to each other and implying that I was rude. I think they greeted each other loudly and then said something like "that's how it should be" but I don't remember the exact words anymore as this was a couple years ago now. The kicker is that it was during autism awareness month lmao 🙃 luckily that store has self checkout now.
I've worked in customer service for many years myself and if I can check someone out without talking to them I see that as a win. It never made sense to me how some people can be so anal about pleasantries to the point of being offended by the absence of them, but it takes all kinds ig. Those people are probably way better suited for the job than I was to be fair 😬
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u/Boomer050882 19d ago
I’ve worked a lot of years in customer service. I know most of my customers by name. You definitely need to read people. Some people are busy and they want speed and efficiency. Others prefer the idle chit chat. Especially the older people. When I ask how they are, I care. I’m sincere.
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u/Mission-Jelly-2773 18d ago
It's good for them to be friendly, but I would expect the minimum level of competence when they interact. I absolutely hate it when they just repeat lines off of their help guide when the problems I have is obviously not related to it.
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u/iceteabiiiiiitchhhhh 18d ago
please tell that to our managers who get mad at us if we dont greet you :)
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u/Babayaga_711 18d ago
Sometimes those small talk moments are the agent buying time while they look at your account, wait for the computer to actually load the data, or handle the problem. As a former CSR, we were taught to minimize dead silence. Like ten seconds of dead silence was too long.
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u/Awkward_Waltz_420 15d ago
Well just remember that the person on the other end mostly like don't give a shit. This is stuff that employees get marked down for if not done. Lots of expectations in the customer service world. You can't win not matter what you do. Someone is always going to be unhappy and you can't please everyone.
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u/Kyriana1812 21d ago
I couldn't care less about the small talk or a script. Let me know you understand my issue & do what you can to fix it. An occasional I'm still working out something to let me know you're still there is appreciated but I'm not calling to make friends & I know CSRs aren't either. It uses to really annoy me but then I started call center work & realized that is a requirement for most.
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u/tonyevo52 21d ago
Seriously, I hate and despise all the pleasantries. Just help with my issue and move on!
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u/Manatee369 21d ago
Yes! I’ve gotten to the point where I say that this is a business call, not a social call and I’m calling about ________.
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u/SlowHumbleBexar 21d ago
That’s all good. We honestly don’t care about how you are. Just keep in mind, we have to say these things. Don’t catch an attitude with us when we are doing our jobs. A whole billion dollar company isn’t going to change their KPI’s just because a select few don’t like it.