I would think this is obvious, as, similarly, cheerful real live customer support people don’t necessarily improve customer service.
If I have some issue I find it quite frustrating that the customer support can't do anything more than me.
In the case of a local bank down here in Australia, the out of hours, remote, customer support people can't even look up any of your details. Their script seems to be based on the text on the web site. They are really friendly (being Philippino), but can't actually do anything at all.
If I have some issue I find it quite frustrating that the customer support can't do anything more than me.
In the case of a local bank down here in Australia, the out of hours, remote, customer support people can't even look up any of your details. Their script seems to be based on the text on the web site. They are really friendly (being Philippino), but can't actually do anything at all.