this post was submitted on 08 Jul 2024
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I'm really not too sure about that.
Used to work in customer service for a major right wing (Daily Mail) newspaper, and that included tech support for their rewards club website, their newspaper reading Android/iOS/Kindle Fire app, and their bookshop website.
Pensioners struggle with technology and I really don't think it's just stubbornness and ignorance. I genuinely think that your ability to learn and remember things diminishes greatly as you grow older.
It was one of the worst jobs I worked in, not just because trying to explain how to do basic things like open a web browser, type in a URL or force stop and clear the cache on an Android app to a 90+ year old is like pulling teeth, but because we were paid like crap, treated like children by management, treated like shit by a lot of customers, and because we used to get a lot of editorial calls from people thinking we could put them through to a journalist so they could spout their often bigoted views. So glad I work in accountancy now. The worst customer support jobs are the ones where callers frequently go full Karen on you.
Good grief, that might be the worst customer service job I've ever heard of. I've worked Sainsbury's 'head office' - which was just the outsourced customer service centre for people who phone store chains to complain about cucumbers - and that was bad enough, but at least I got some good stories out of it ("My watermelon has exploded and I'm afraid of the second one. Can a man come round and take it away?" First ever call).
You were getting Mail readers who are already a self-selecting group of thick cunts and you were getting the worst of them. Jesus Christ, that must have been rough. So, so happy for you that you're out of that, I can't imagine what that would do to someone's mental health!
For the record, this was for a customer service outsourcer I used to work for. I wasn't directly employed by Associated Newspapers and I'd say a good deal of the internal managerial and pay issues I had were down to my employer, not the client. Only thing I miss about that place were my colleagues. I had made some life-long friends in that place and there were a lot of great people who came and went.
As for management, one or two team leaders aside, they were a clique of nepotistic assholes.
I was fired from that job nearly three years into my employment (long after we lost the AN contract and I moved to a different campaign) for 'capability' reasons, after they dragged me through a month-long PIP and disciplinary process for failing to hit targets. Our whole email team was failing to hit performance targets and I was effectively scapegoated and bullied out of the company by a team leader who didn't like me. In retrospect it was the best thing to ever happen to me, because had I not been sacked, I'd probably still be there on min wage and not working in commercial finance today.
My condolences on having had to work for the Mail!
My mum really wants to use her smartphone but we've been struggling to teach her.
Do you have any tips?
Can't say much about iPhones because the last time I used iOS was about a decade ago, but I'm not a fan of Apple for how often they ask you to sign in to your Apple ID just to do anything on the App Store.
As for Android, learning how to open an app's settings menu to force stop it and clear its cache is a godsend. It solves about 99% of technical issues I may face.