- Yes
- No
- Uncertain
0
voters
Wyze has addressed this many times. They agree itās useful.
However, I do think there needs to be some clarification about what constitutes as angry. A person can be angry about something without resorting to ad homonyms and personal attacks. I donāt think those are very useful. They say a lot more about the person using them than they do about the person theyāre being used against.
But even that is useful information in some ways. Maybe not useful for the company, but certainly useful to know about the person who resorts to that. Iām speaking from the standpoint of somebody with a lot of education (degree) and experience related to psychology, sociology, criminology, law, etc. How a person behaves when they are angry can potentially say a lot about them and be good info in certain contexts.
But related to Wyze, negative feedback is definitely useful. I give them negative feedback all the time, both publicly and non-publicly, probably more than at least 99.99% of people. You might even classify some of the feedback Iāve given them as angry in some ways. But I am also constructive and generally reasonable, etc. I donāt threaten and personally attack and demean the employees, or make it a toxic and abusive situation. For that reason, they often listen to me. Iāve earned a lot of credibility with many of them over the years. Iām not a blind yes-man, and I will tell them matter of factly about their shortcomings.
I also used to work customer service back in my college years. And I can tell you, that I didnāt mind angry customers calling in. In fact, in some ways I really loved getting the angry customers, because often I could resolve their issue in the last 10 people couldnāt. But, there is a difference between angry customers and abusive customers. If somebody called in and was abusive toward me from the start, I would often do absolutely no more for that person than the minimum that policy absolutely required. Thatās it. I know plenty of reps where if they could screw them over and make their situation worse all within official policy and expectations they absolutely would do that to a completely abusive customer. For me, I didnāt mind if a person was angry though, if they gave me a chance to help them, and they were courteous to me personally, I would go out of my way to do whatever I could for them. Especially if they had a reasonable frustration. I would use every ounce of discretion I had and leverage my other contacts to get approval for other things. I often accomplished getting things done that more than a dozen previous reps couldnāt get resolved. Even later when I was a trainer and supervisor that was all the same. Angry customers are not really that big of an issue if you are able to emotionally disengage and realize that itās not personally directed at you. But also, thereās no excuse for abusiveness. And abusive customer is not one to be tolerated or helped in most conditions. Most of the time you just want to push them to leave. Worst case scenario, let legal deal with them.
1 Like
Black mirror is so brilliant. They definitely take everything to [sometimes ridiculous] extremes, but always thought provoking insight.
1 Like
I had this very thought about another Forum user recently. 
Sometimes difficult[1] patients can be the most fun, for various reasons.
I think being constructive (or at least making that effort) is key. Iāve been critical of Wyze and have voiced my own frustrations with Support, but Iāve also often tried to suggest things (better training for particular agents, for instance) that I believe would improve the experience for other users as well as for me. Ranting in and of itself might not be productive, but weāre humans with emotions, and we should express those. If we can describe why weāre upset in a way that could lead to future improvements, discussions about process changes, or other modifications to a product or service, then Iād like to believe that presents us as more reasonable than someone who is just angrily venting with no apparent aim. We get enough of that with the āoutrage cultureā if we allow ourselves to be so exposed.
This can have different meanings, depending upon context and circumstances. Iām leaving it intentionally vague for the readerās interpretation. ā©ļø
2 Likes
I donāt understand technology. I donāt understand WiFi. I donāt understand this cam. I donāt understand the support bot (nor its agent proxies.) Iām at witās end and donāt have the skills to communicate it!
If you focus on āthe human predicamentā you can sometimes share a laugh.
You can even laugh alone, if itās sincerely felt, without giving any offense.
Some people never find themselves nor their predicaments funny. Oh well. 
I had a friend reduced to tears laugh through them with me once.
āLook at Big Tough Mike, now, eh peep?ā
He was at rock bottom. A good moment.
1 Like
Thereās that, and this also resonated with me:
Making a connection with someone who has been problematic for others can be satisfying on one level as an affirmation that youāre in the right place as a human because youāre succeeding where others have failed. Thatās good for the ego. Even better is when you can help this other struggling human in some way, even if that way is intangible.
Laughter is good, too, and I think humor can be a useful tool for finding common ground. Even if thatās not the place where a couple of people are sharing space, I think having genuine empathy, like Iāve mentioned elsewhere, goes a long way. A lot of people just want to be heard, so being present for another human is often enough to carry meaning, I think.
1 Like
Iām going to go out on a limb and say the two most repressed things are anger and sadness. Often mostly sadness for oneself.
You donāt need a therapist to know which way the tears flow.
Is that why you adopted the troublesome FROG. 
1 Like
Cheerful troublesome frog, to you, sir. 
My Sir days are over. 
1 Like
I voted uncertain because I am not sure if the word āusefulā is referring to the customer or the company. Here is an example of Angry Customers being angry causing Cracker Barrel to change its mind on the company logo.
āCracker Barrelās attempt to modernize its image backfired spectacularly, triggering a wave of public outrage, a $100 million stock loss and a shoutout from the White House. A week later, it was forced to reverse course and restore its old-fashioned and beloved logo.ā
1 Like
Which of the other options did you hover over longer before voting uncertain? 
I hovered over Yes.
After voting Iām remember the New Coke soft drink formula change. Angry Coke customers forced Coke go back to the original Coke formula and Coke is currently on the top. Meaning Angry customers might be Useful for the company too.
1 Like
Troublesome orā¦
ā¦?
Either way, I donāt see the 
as ātroublesomeā, and my remarks were intended to be about human connection, not amphibian. Thinking about it now, though, my cat often seems to want attention, and he has a tendency to follow me and nap in whatever room I happen to occupy, so maybe that desire for presence and connection transcends the species.
On the other hand, thereās this:
Maybe ātroublesomeā is apt, after all.
1 Like
Get 'er done! 