Really? no, Really?

Your Bad Customer Service was No Accident!

May 14, 2024

35:18

Today’s episode is all about our frustration with customer service… which by anyone’s standards is getting worse and worse! You experience it every time you encounter a phone tree, interact with a chatbot, or deal with increasingly longer hold times. The truly shocking fact, the apparent ineptitude of most customer service departments is by design. Really, no Really!

Jason and Peter had to find out the reason a company would intentionally offer unsatisfactory customer service and became even more bemused when they realized that A.I. is going to impact the entire sector. That’s why they sought out Amas Tenumah, a customer service expert and technologist who has advised DirecTV, Fastly, Wendy's, Teleflora, and Coca-Cola. His work has been featured on NPR, Forbes, The Huffington Post, Entrepreneur, and other business journals.

IN THIS EPISODE:

Poor customer care is part of the design!
Amas’ secret trick to navigating customer service.
How companies treat customer service employees: bathroom time tabulated, tethered to headsets, ridiculous scripts, terrible pay, and worse!
Part of the customer service problem… YOU, the consumer!
Every Call Center has one: the profanity policy.
Correlating CEO tenure and inferior customer service.
Can AI and technology improve people’s customer service experience?
Peter’s “million-dollar idea” to revolutionize customer care.
The growing number of companies that have terminated ALL phone interaction with customers.
When chatbots go rogue!
Why Amas almost got his hand cut off. Really!
Google-heim: The Oldest continuously operating company in the world must have the best customer service, right? You will be shocked to learn how long these folks have been in business.