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I used to think being nice on the phone was the key to good service, but a call with a bank changed my mind.
I spent 45 minutes on hold with my bank in Phoenix, then got a rep who kept putting me on mute. I was polite, but they just read from a script. The tip-off was when they said, 'I can't help you with that,' and hung up. I realized being nice didn't matter if the system was broken. Has anyone else hit a wall where the person just can't do anything?
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kim_smith4d ago
Yeah that's the worst, when you can hear them just clicking through the script. Honestly though, being nice can still get you further sometimes. I've had reps go off script and try a workaround after I stayed calm. The system is broken for sure, but a bad rep just makes it hopeless. That mute button thing is a huge red flag.
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