- Let the customer service representative turn the thing on or off depending on what they want
- Don't try to modify the customer's speech in flight. Just recreate the speech entirely when it crosses a certain emotion threshold. "Now you better listen to me--" (Donald Duck voice kicks in). Guaranteed that dealing with angry customers would become a lot less unpleasant. You just gotta modulate, so that it's funny enough to preserve the call center person's mental health, but not so funny that they can't keep from laughing.
this post was submitted on 19 Jun 2024
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Bet you a dollar it doesn’t.
Yeah, I tend to agree with this, because I’ve been to various places where they cut you down to nothing with a sweet tone and ostensibly nice words.. it’s the phrasing and cultural intention, plus slight inflections for anyone not intimately familiar with the cultural aspect. Nothing this would see as aggressive, but absolutely hostile all the same.
But beyond that, they could fix customer hostility by providing actual customer service, preferably by people who natively speak the same language as the caller (I don't personally mind non-native speakers, but they frequently don’t understand what’s said to them, and thus don’t properly perform their duties - a feature, not a bug, I’m sure), instead of running a company built around screwing everyone for every cent possible..