By
Amber Krueger
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Date Published: September 02, 2025 - Last Updated September 02, 2025
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Comments
If you have ever found yourself calling into another contact center, chances are you’ve walked away with ideas. Sometimes, you experience something great that sparks ideas, such as clever prompts in an IVR, or by how an agent was able to communicate something efficiently and with empathy.
Other times, the experience is so poor that it becomes a cautionary tale. This story is one of those times.
After opening a bill from our Internet provider, I noticed a promised credit was missing. Naturally, I called customer service to resolve the issue, and that’s when the real frustration began.
First, the IVR system was a nightmare. It felt intentionally designed to prevent customers from reaching a live person. I was forced to navigate a maze of confusing options, repeat myself multiple times and endure countless “I didn’t understand your request” messages. After wasting far too much time, I finally reached a human.
When I explained the issue to the agent, they didn’t acknowledge my frustration or offer a simple, “I understand why you’re upset.” The lack of empathy was glaring.
Then, came the kicker: there was no record of my previous call — the one where I was assured the credit would be applied. When I asked if they had a system to document customer interactions, the answer was “no.”
To make matters worse, I was told there was no one to escalate the issue to, and no credit would be issued. End of story.
I hung up, feeling powerless and deeply dissatisfied. With no alternative providers in my area, I couldn’t even take my business elsewhere. So, I did the only thing I could — I shared my experience widely and reflected on what I could learn from it.
Key Takeaways:
- Make it easy to reach a live person. Frustration starts when customers feel trapped in automation.
- Listen and acknowledge. A little empathy goes a long way.
- Document every interaction. Notes matter — especially when resolving ongoing issues.
- Own your mistakes. Accountability builds trust.
- Make it right. Resolution is the heart of good service.
Bad service doesn’t just inconvenience — it teaches. It reminds us what not to do and why it matters. In our own organizations, we have the power to turn every interaction into a moment of trust, empathy and resolution.
Let’s be the kind of service team that people talk about for the right reasons.