Is It Tech Rage Or Bad Customer Service Rage?
from the let-it-all-out dept
Over the past few years there have been numerous stories about the growth of tech rage, where people get so frustrated with technology products not working as they should (or it not being at all clear how to work them) that they get incredibly pissed off -- often breaking the very object of their frustration. The latest article on the topic points out that an awful lot of that tech rage seems to come from the awful experience people go through when they contact customer support. In other words, it's not necessarily rage directed at the technology, but at the company for (1) creating a crappy product and (2) doing little to nothing to support it after the customer has been sold. It still is amazing how little effort some companies put into customer service, often looking on it as a cost center, rather than the most direct channel a company has with its customers. Companies also don't pay nearly enough attention to the positive impact of a good customer service encounter as well. In this day and age, people almost expect things to go wrong (and to have a bad customer support experience as well). So, when things go wrong, but the customer support is fast and helpful, it tends to make them even more loyal to the company in question.