Overheard a trainee ask 'what's a phone book' and it took me right back to my first shift at the call center in 2008.

I had to explain that we used to look up numbers in this giant yellow book, and it made me think about how much less yelling we get now that everyone can just Google their own account info first.

3 comments

3 Comments

the_nathan11d ago

You mentioned less yelling now that people can Google their own info, and I get that, but honestly I still get plenty of calls from folks who looked up the wrong thing entirely. They find some forum post from 2012 and then yell at me because their bill doesn't match some outdated promo. The info is out there, but it's not always right, so we just get a different kind of confusing argument.

leo60311d ago

Wait, a forum post from 2012? That's ancient. People really dig that deep for an argument?

rodriguez.cora9d ago

Yeah, it's like @the_nathan said, the problem just changed shape. People trust the first result they see, even if it's old or wrong. Now we're fighting bad info instead of no info.