I’m not asking for programmers and tech-wizards, here. If you provide support for a service or product, it would seem like a basic job requirement for you to understand the ins and outs of that product and/or platform. Many representatives don’t even know how the website and mobile app work on a basic level. And even if the customer does share the responsibility for the issue, they’re contacting customer service for help, so HELP THEM.Ĩ. No, the customer is NOT always right, but they’re also not the one to blame for problems outside of their control – especially those caused by the company’s platform, policies, or technology.
They tend to blame the customer for problems and don’t always accept appropriate responsibility as a company. This means that the evidence you send of an incident may never reach its intended audience, or it may be delayed in its progress, leaving you waiting longer for help.ħ.
When you send them photos or information, it can easily get lost in the “void”.īecause of the seemingly disorganized nature of the Airbnb customer service system, it can be easy for your important, case-relevant information to become lost or misdirected. Many Airbnb customers mention the exact opposite happening.ĥ. They often lose track of your service tickets or close them prematurely.Īs most people who’ve dealt with a call center know, a service ticket is your lifeline to a solution, and it should remain open and in the right hands until it’s resolved and you have your solution. In the business world, that means losing a customer.Ĥ. If a customer feels that their story is falling on deaf ears, they’ll do one of two things: escalate the issue to someone who WILL listen, or disengage entirely. They dish out canned responses left and right, but they may not actually listen or engage.Įngagement with the customer is key when problem-solving, and Airbnb does a LOT of problem-solving. When you call a support or service team, you expect them to make you feel valued and listened to, right? Unfortunately, that’s often not the way that guests report feeling after their interactions with Airbnb’s Customer Experience team.ģ. Their representatives can make you feel like they’d rather not be talking to you.
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