2025年的客户服务糟糕透了（手机行业）
去支付我的手机账单（按月付费计划）。网站上的“支付”按钮无法使用，没有明显的错误信息。网站提供了聊天功能。通过聊天机器人联系客户服务。接通人工客服。客服让我重复我已经告诉机器人的信息（他看不到完整的聊天记录吗？）。客服还让我提供我的电子邮件地址和电话号码（而我已经登录了与该电子邮件地址和电话号码关联的账户，为什么他看不到这些信息？）。这对我来说是在线支付服务时的典型体验，但在手机服务上尤其糟糕。为什么公司要支付人力客服来询问客户已经为机器人回答过的问题，或者应该从他们数据库中自动填充的客户信息？如果机器人无法执行像支付这样有用的功能，为什么还要让客户重复输入相同的信息？
我在实体店也看到这种情况。我住在农村地区，有一家加油站/便利店连锁。无论何时，收银台前总是排着队，而柜台后面有三名员工，但只有一个收银台开放。这让顾客感到非常沮丧。其他两名员工在摆弄热狗或其他东西。加油站真的卖那么多热狗需要雇佣第三名员工吗？难道不应该通过同时开放两个收银台来更好地服务顾客吗？
或者你去沃尔玛。收银员无法弄清楚如何给商品打包。前面的顾客总是试图用一张无效/失效/透支的信用卡付款，而收银员花了5分钟试图解决这个问题，期间顾客不停地刷他们那张糟糕的卡。最后，他们终于拿出另一张卡来支付订单，而这时队伍里已经排了好几个人。
或者你去商店，想在关门前5-10分钟快速买点东西，但员工已经锁上了门。在新冠疫情之前，这对我来说从来不是问题。以前商家是希望有生意的！
我在这个无脑的客服处理我的手机支付时，能够打完这整篇帖子。
查看原文
Go to pay my cell phone (pay per month plan).<p>"Pay" button on website doesn't work with no discernible error message.<p>Website provides a chat.<p>Go through chat bot to get customer service.<p>Get to human agent.<p>Get asked to repeat the same information I already reported to the bot (he can't see the full chat log?).<p>Get asked for my email address and phone number (while I am logged into the account associated with that email address and phone number (why can't he see it?).<p>This is a typical experience for me when I go to pay for a service online but it is particularly bad with cellphones.<p>Why are companies paying human customer support to ask questions that the customer has already answered for their bot or that should be autopopulated from customer details they should have in their database?<p>Why have a stupid bot if it can't do anything useful like make a payment and then require the customer to enter the same information twice.<p>I see this in brick and mortar stores too. I live in a rural area. There is a gas station / convenience store chain. Any hour of the day there is a line at the register and three clerks employed behind the counter but only one register open. It is a frustrating customer experience. The other two are fiddling with the hotdogs or whatever. Does the gas station really sell so many hotdogs to employ a third clerk? Wouldn't it be better to serve the customers by having both registers open.<p>Or you go to Walmart. The cashier can not figure out how to bag items. The customer in line in front is invariably trying to pay with an non valid / inactive / overdrawn credit card and rather than directing the to the customer service desk the cashier spends 5 minutes trying to figure it out while they swipe their crap card half a dozen times. They finally take another card out and pay for their order meanwhile there are half a dozen people in line by now.<p>Or you go to a store to get something quick 5-10 minutes before closing and the employees have already locked the doors. This was never a problem for me before covid. It used to be businesses wanted business!<p>I was able to type this whole post while the braindead customer service processed my cellphone payment.