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Why is customer service always so bad?


coinologist
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I am assuming you are referring to the customer service of exchanges during bull runs? Over the course of this year, many new exchanges were launched in order to deal with a new, larger, batch of retail and institutional customers who will enter the market during the next bull run. I do, however, expect at least a few exchanges to get caught by surprise again by the number of customers willing to enter the market, leading to unsatisfying customer service. 

 

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6 hours ago, TheXRPer said:

Not much for a low-skilled position. I would say $12 to $14 an hour. I mean, it's good pay for someone in going to college or someone that has a spouse that is the bread winner. 

i meant from a business perspective - simply, customer service doesn't directly generate revenue so companies fail to invest.

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On 12/29/2018 at 12:19 AM, LanaVeil said:

Well, it's really a rare diamond when you can get a good support but I know sometimes the customers themselves require impossible things to be sorted out just at once

Yes, I think that a great deal of work should be done before a company can provide customers with good support: technical knowledge, communication skills, teamwork etc. However, it is all worth it, when I like the support I am given on a product/service, I stick to the company. 

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On 12/11/2018 at 9:05 PM, aye-epp said:

not that I agree with this mentality, but what's the income model look like for customer service?

I believe it depends on the type of support: some companies provide just chats and emails, while others offer calls. The latter should be better paid, as it requires much more skills and should take more energy from employees, but on the other hand, voice support is more helpful sometimes....

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6 hours ago, Arenys said:

I believe it depends on the type of support: some companies provide just chats and emails, while others offer calls. The latter should be better paid, as it requires much more skills and should take more energy from employees, but on the other hand, voice support is more helpful sometimes....

I think, when a person writes down his or her thoughts, it works better for a reason. You've got time to think everything over, to analyze your concerns. Usually, phone calls bring nothing but a random mess. So, I prefer online chats but of course they should be operated on a rapid response basis.

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6 hours ago, Arenys said:

Yes, I think that a great deal of work should be done before a company can provide customers with good support: technical knowledge, communication skills, teamwork etc. However, it is all worth it, when I like the support I am given on a product/service, I stick to the company. 

Agree and what's more, a human factor works its way around as well. You've got to be really patient about what you do and what you deal with.

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On 1/29/2019 at 7:17 PM, LanaVeil said:

Agree and what's more, a human factor works its way around as well. You've got to be really patient about what you do and what you deal with.

Yeah, I have recently dealt with customers support of a bank who somehow attached my number to a different card. They didn't even say thank you that I revealed this mistake of theirs and just told me to call tomorrow to check if my question has been transferred to a correct department. What a negative impression they left! Would they treat me any different, I would consider using their services but not now. Human factor it is!

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On 1/29/2019 at 7:15 PM, LanaVeil said:

I think, when a person writes down his or her thoughts, it works better for a reason. You've got time to think everything over, to analyze your concerns. Usually, phone calls bring nothing but a random mess. So, I prefer online chats but of course they should be operated on a rapid response basis.

I prefer chats as well, because you don't have to think fast and sometimes it is not comfortable to talk

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On 2/3/2019 at 9:56 AM, Arenys said:

I prefer chats as well, because you don't have to think fast and sometimes it is not comfortable to talk

Exactly, I prefer them myself. So comfortable to solve issues while riding on the bus or something.

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On 2/6/2019 at 5:39 PM, LanaVeil said:

Exactly, I prefer them myself. So comfortable to solve issues while riding on the bus or something.

Agree, and on top of that you don't have to memorize anything, you just copy all the info. 

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