Two former customer service representatives, Mark Pavlic and Jacob Curtis, recently admitted to ABC News 20/20 that “the stress of the job and even the customers themselves are sometimes responsible” for negative customer service experiences. There is a lot of stress involved in the low-level entry job. A rep is required to appease angry customers who disagree with the policies of the company the reps work for. And they don’t have the power to fix anything.
When things get really heated, according to Pavlic and Curtis, reps tend to transfer calls from department to department with the hope that the customer will give up and hang up. And when a customer wants to speak with a supervisor, it might actually be someone pretending to be a supervisor. Curtis said he was told (by his supervisor), “You are a supervisor. So you can tell the customer you’re a supervisor.” 20/20‘s interview with Pavlic and Curtis will air March 27, 10pm on ABC.