Empathy: Once you can fake that, you have it made!

A little rant, if I may?

Empathy is all the rage in business circles. So let’s apply it everywhere! And since we can’t trust employees to do it right, we’ll use automation and brainless procedures to emulate empathy. Do those who write and approve these scripts think we can’t hear fake empathy? The backfire is worse than no empathy at all.

Here, AT&T emailed after a support call, summarizing the discussion.

AT_T_Post_Call_Notification_Summary_of_Change_s__to_Your_Account_—_Inbox

Apparently we talked about a mysterious “issue” they are “investigating.” Then they added/changed a feature/plan.

But at least I know it’s not totally automated: The agent misspelled his own name.

“Thank you for calling, we value your business!”

 

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