Have you been on the phone lately and heard when you actually get a live person a placating acknowledgement that is designed to diffuse your anger or impatience? Have you heard a recording say “I am sorry to keep you waiting but your call is important to us”? When did all the false niceties become the norm?
I was on the phone with Amazon recently and totally lost my cool with the person trying to help me because she kept on apologizing. I told her after her third or fourth “I am sorry that is happening to you” to stop apologizing and just fix the damn problem.
There must be some research that concludes if you placate customers long enough they will be happy! Does that work for anyone? Is it just customer service reps that have to recite these apologies and niceties?
When I was going through my dental hell my oral surgeon did not try to placate me with acknowledging my discomfort but got to work right away with a solution!
When my washing machine suddenly sprayed water all over the laundry room, the repairman didn’t try niceties with my situation but got to work and fixed it!
Placating acknowledgements don’t work for me at all! I would rather hear the following from any customer service person:
I can fix that for you immediately
I will look that up for you right away
I see the problem and will fix it
Here is the solution to your problem
I would even prefer:
Yikes that sucks
That is not good at all
You are doomed
In the future I am going to ask the customer service person to stop acknowledging my problem and just silently work.
Does the placating diffuse your anger or frustration?