What makes a technical problem more frustrating is a rushed service experience. Before a customer can fully explain the situation, the service representative is ready to move on to the next person. Efficiency makes little sense. But it seems like a common thing to do these days.
For the service calls, the point is empathy support. If the customer service isn't ready to offer empathy or needs empathy themselves, businesses need to consider including empathy support for their employees. The reason is simple: without empathy, it's challenging to serve.
Solving the problem is the goal but never the priority. When everyone can slow down to understand and breathe together, service is simply about going through a troubleshooting process for a resolution.
Having a technical problem is frustrating, but not close to what it feels like when people are not seen and heard.
