One of the fundamental challenges of customer service, particularly as the happy path in automated, is that the probability of someone having a good day *conditional on them being in a conversation with you* is low. "Their" days get worse as you get better at the business.
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Your call never starts with "Hello, calling to inquire about that transaction I had using my credit card with a diner recently. Everything went perfectly and the sandwich was good. Have a nice day, toodles." And you're rarely thrilled at the end of the call, either.
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This phenomenon has two concrete consequences for business: 1) You're going to be encouraged by substantially everyone to let customers heavily influence your product development but *the customers who talk to you are not necessarily representative.* 2) Hug your CS team.
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End of conversation
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The conditioning also squeezes from the other side by the fact that they’re still talking to you / still your customer.
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I think a majority of my calls with banks have been to cancel or product-change credit cards because the annual fee was coming up. Pretty good days for both me and the CSR. But the bank has an ulterior motive to not automate that case.
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