Myths of Customer Service & Tech Support

There are certain recurring phrases you’ll hear frequently when calling either customer service or tech support—a move I try to do as little as possible, because, let’s face it, the service and support is often lacking.

1. Your call is very important to us.

If our calls were truly important, they would hire more humans, get rid of the horrible music and senseless menu options that lead nowhere, and actually answer our calls, instead of pretending they care and treating us like annoyances.

2. We are experiencing higher than normal call volume.

Maybe they are getting more calls because the quality of their products has declined. Or maybe they just want us to think that so they can keep us on hold for the fewer operators they have available.

3. Listen carefully as our menu options have changed.

If you do listen carefully and you’ve called before, you will likely notice they haven’t really changed. However, you do need to listen carefully because chances are none of the options is the right one for you and you’ll have to repeat the options to further your frustration as nothing applies to the reason you’re calling.

And let’s all realize that it doesn’t matter how loud you say “agent,” “representative,” or the f-word, they won’t connect you to a human. That’s no myth