I once got a call from a telecom marketing department because I rated a customer service agent with a 9 out of 10. When I told them it was not for anything the agent did, just that the store the support was in was extremely difficult to find, the caller got a bit aggressive. Like they expected me to shit talk this poor lady who had been so nice to me, just hard to find, and it was all corpo’s fault. The store wasn’t properly branded and signaled. She couldn’t take any comment that was negative on the company, just on the employee. So I told her how ridiculously stupid that system was. That I wanted to change my score to a perfect ten, comment, the best employee this company has, even better than the CEO. The caller got obviously upset. Told her to write down that if they ever call me again I will immediately cancel my contract. She went with, is there anything else I could help you with? Which is call center code for “I want to hang up”.
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ghostlychonk@lemm.ee 4 days agoThis makes me think of those retail surveys where any scores less than perfect get the employee a talking to by management.
dustyData@lemmy.world 4 days ago
RedditRefugee69@lemmynsfw.com 3 days ago
I once worked for a call center. Customers like you who rate an agent based on things the agent has no control over are the worst. Guaranteed they took employment action on them.
dustyData@lemmy.world 3 days ago
Then they should ask that. The question was redacted as a blanket statement for the entire support experience, which was really good overall. Everything else I rated a 10, including the quality of the attention received. We don’t need to make this excuses for bad management practices.
RedditRefugee69@lemmynsfw.com 3 days ago
I don’t know how the survey question was phrased, only how you wrote your comment, which indicated you rated the agent poorly, not the entire support experience.
jol@discuss.tchncs.de 4 days ago
That happens in Google maps too. A 4 star restaurant is not good. But in Japan, 3 star is the norm, and 5 means exceptionally good.
Carrolade@lemmy.world 3 days ago
It makes more sense with restaurant reviews. The business environment is so intensely competitive that any restaurant actually deserving of 1-2 stars would be much more likely to eventually go out of business.
So, over a long enough period of time, you’d wind up with mostly 3-5 star places, with some exceptions existing for restaurants that can survive without the benefit of repeat customers. (tourist trap places, places operated as some kind of money laundering operation, etc)