types: telephone customer service

by Hugh

1. obstructionist.
main characteristics: many departments who don’t communicate; inability to record details of previous (fruitless) customer service discussions; require you to repeat your story over and over; assumption is always that the problem is your fault or that the problem is “impossible”; different stories from different departments; telling you problem is fixed is just a way to get rid of you
examples: bell

2. sugar-coated bullshit
main characteristics: complaint reference number means everyone you talk to knows the story, friendly and helpful staff, assurances that problem will be fixed, but it is not
examples: ikea

3. angelic service of mercy
main characteristics: polite staff, complaint reference number & details of previous exchanges known by staff, problem solved quickly, assumption that complainant is reasonable
examples: ?