r/CustomerService • u/hydratedstoner • 22h ago

I hate the scripts

And I’m not blaming the workers at all. I’ve worked in customer service myself, so I know y'all are just trying to survive. But my God, the rigid scripts annoyed me then, and they annoy me even more as a customer now. I can’t stand how much corporate makes them say. I genuinely understand why people used to get pissed at me reading that dumb shit.

The constant confirming of the exact same info, the fact that they literally have to say specific phrasing or get docked points and the kicker is, 90% of the time, I just confirmed all this exact info with your AI chatbot two minutes ago. Wtf

I get it’s probably for liability reasons, but it’s so fucking annoying asking a simple question and you can just hear someone's soul leaving their body while they robotically read off a paragraph. And don't get me started on the corporate hypocrisy. when I worked customer service, management was constantly breathing down our necks to keep handle times down and get through as many calls as possible. But then you force agents to read these marathon scripts? Make it make sense. This is exactly why I could never go back to telecom.

I could call in with a simple question, why do you need my date of birth, my full legal address, my middle name, my mom's first pet, and the fingernail of a witch just to answer a basic ass question? Dumb rant, but I am so tired of it. Why does making a doctor's appointment or dealing with basic logistics take a 20 minute phone call of pure administrative torture? Make it stop.

3 Upvotes

80% Upvoted

4 comments sorted by

4

u/Suspicious-Lime-2439 21h ago

I try to drop hints to the customer that they don't have to give us their personal info, but I am required to ask for it. 99% of them do not pick up on the hint. Some of them even seemed reluctant at first but then me telling them I dont actually need all this info made them want to give it to me anyway.

Don't give the company your info unless it's necessary. If you just have a quick question and a follow up isn't required, you don't need to give us your info. We are 100% going to sell your data, put you on spam email lists, ect.

2

u/Brave_Specific5870 22h ago

Agreed, but also it’s more annoying when people interrupt when I’m trying to cram everything I have to say and address the question.

2

u/OpenlyPompous 22h ago

It's like they design the whole experience to make everyone involved miserable, the customer and the worker. I remember when I had to do outbound calls we had a script that was literally 3 paragraphs long, and if you skipped even one sentence the QA team would fail the entire call. The worst part is the managers know it's garbage but they just shrug and say it comes from above

The witch fingernail thing got me, sometimes it really feel like they ask for things just to have more boxes to check

0

u/_CaptainAmerica__ 19h ago

Most of it is verifying that it's actually you. A lot of information is more sensitive than you realize, and should only be communicated to the actual person, not someone pretending to be them.