One common type of call I used to get was people saying, I don’t know where these subscription charges are coming from!

Each time I’d have them go into phone Settings → Subscriptions / Purchase History and honestly, 90% of the time mystery solved.

It happened so often that as soon as the call came in, I already knew exactly what to do. Funny how in customer service, you start recognizing patterns, you just instantly know the fix.

Do you get calls where you can predict the outcome right away?

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I’m not a CSR however I work in a retail store and I can predict where most of the transactions will go

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Exactly

Oh absolutely—after a while you can almost script the call in your head before it even starts. Patterns make you a bit of a mind reader in customer service.

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So true! After a while you can practically predict the whole call before it even starts 😂. Total mind-reader mode.

YES! This happens to me all the time, too. Makes me feel like I'm amazing at my job, but if they only knew that it was the same issue over and over and over haha! Either way, I'll take those easy calls all day long.

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Haha exactly! Customers think we’re miracle workers when really it’s just the same issue on repeat. I’ll take the easy ones too though!

The actual problem has changed (try the tracking, when was the last time you cleaned your VCR?), but the same problem over and over hasn't. I've actually got scripts going back nearly 40 years of how to ask the question for maximum response and minimal insult.

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Wow, nearly 40 years of scripts, that’s impressive! Goes to show the problems might change shape, but the core stays the same.

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