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A thread about what excellent customer service means to me, an autistic:
The problem:
I have an Apple Music subscription, but I wanted my 7yo to have his comfort-music on an iPod shuffle to calm down when needed.
I purchased the Minecraft album, but the iPod wouldn’t play the music.
I have an Apple Music subscription, but I wanted my 7yo to have his comfort-music on an iPod shuffle to calm down when needed.
I purchased the Minecraft album, but the iPod wouldn’t play the music.
First I researched the problem on my own. Then I reached Apple tech support through messaging.
I don’t like talking to people and appreciated the option to bypass a social situation.
The tech support knew less about the problem than me, but kept trying and was polite.
I don’t like talking to people and appreciated the option to bypass a social situation.
The tech support knew less about the problem than me, but kept trying and was polite.
Because he could only troubleshoot with the same knowledge I already had, he asked if he could schedule a phone call.
I didn’t want to talk to someone but was already hyperfocused and wanted my product to work.
So I scheduled a phone call.
I didn’t want to talk to someone but was already hyperfocused and wanted my product to work.
So I scheduled a phone call.
The second tech:
He was energetic and overly friendly, but fit the definition of great ‘customer service’ on paper.
But fake empathy doesn’t solve problems, and eventually his voice showed frustration. He called my 2017 iPod shuffle ‘old’, but in a friendly way.
He was energetic and overly friendly, but fit the definition of great ‘customer service’ on paper.
But fake empathy doesn’t solve problems, and eventually his voice showed frustration. He called my 2017 iPod shuffle ‘old’, but in a friendly way.
The third tech:
No formalities, no ‘customer service’, no fake empathy. Monotone voice, long quiet pauses.
I liked it.
Everything was scripted and business as usual, until his solution didn’t work.
He said “interesting” and a switch went off.
He was curious.
No formalities, no ‘customer service’, no fake empathy. Monotone voice, long quiet pauses.
I liked it.
Everything was scripted and business as usual, until his solution didn’t work.
He said “interesting” and a switch went off.
He was curious.
The first two techs, the friendly ones, constantly reassured me that they were working hard to find a solution. Just words.
The third tech didn’t bother. He didn’t need words.
He was as interested in solving an obscure problem as I was. THAT was all the assurance I needed.
The third tech didn’t bother. He didn’t need words.
He was as interested in solving an obscure problem as I was. THAT was all the assurance I needed.
When the third tech finally figured out the solution, I was ecstatic.
But it wasn’t because he made my product work.
It was because he made me feel validated for spending so much time and effort into making an ‘obsolete’ product work for my specific needs.
But it wasn’t because he made my product work.
It was because he made me feel validated for spending so much time and effort into making an ‘obsolete’ product work for my specific needs.
‘Customer Service’ is a very neurotypical thing. It revolves around the skillset that autistics usually lack, and even the best customer service is a stressful experience for most of us.
What if autistics, too, were accommodated as customers?
What if autistics, too, were accommodated as customers?
People working in customer service are graded by their social performance, not on their ability to solve the problem.
That isn’t customer service. It’s bullshit.
Autistic employees who really want to help people are unable to do so because they’re graded on fake empathy.
That isn’t customer service. It’s bullshit.
Autistic employees who really want to help people are unable to do so because they’re graded on fake empathy.
The problem with customer service ‘NT edition’ is that employees are undervalued and customers are underserved.
It isn’t about accommodating autistics in the workplace, it’s about accommodating customers who want solutions.
It isn’t about accommodating autistics in the workplace, it’s about accommodating customers who want solutions.
So as an autistic who’s worked in retail management and customer service, here’s my own solution to better customer service:
Take advantage of your employee’s skill sets.
Take advantage of your employee’s skill sets.
Start customers off with the perky, friendly ones. The ones who already hit all the marks.
If the customer wants a solution, not a conversation, transfer them to an analytical rep who is energized by problem-solving. Autistic or not, these employees are your secret weapon.
If the customer wants a solution, not a conversation, transfer them to an analytical rep who is energized by problem-solving. Autistic or not, these employees are your secret weapon.
Yesterday I spent hours with customer service reps, but here’s the thing. I loved it. Well, eventually.
By the time I spoke with an analytical representative who was invested in the thrill of solving a puzzle, I have never felt more confident in the company’s product.
By the time I spoke with an analytical representative who was invested in the thrill of solving a puzzle, I have never felt more confident in the company’s product.
TLDR: Businesses, need to rethink ‘customer service’ as it applies to autistic customers and utilize employees who are motivated and competent, but lack social skills, autistic or not.
