The New York Times: At Netflix, Victory for Voices Over Keystrokes
And it is up to the call center representatives to help retain customers. Autumn Daste, 30, who has worked at the call center for two months, managed to halt one potential defection recently when a call was routed to her from a polite but unhappy woman in New Jersey who had not received any movies recently.
Ms. Daste called up the member’s account information on her screen, including the type of service to which she subscribed, the frequency with which the member ordered movies, the number of months she had been a member, the number of times she had contacted Netflix in the past and a brief description of what those calls had been about.
Ms. Daste pointed out, ever so politely, that no movies had been sent to her because the woman’s queue was empty. “There’s nothing on your list that’s of interest to me,” said the caller, referring to the 80,000 movies Netflix carries.
Undeterred, Ms. Daste suggested they find a movie together. The woman mentioned one she had been wanting to see for a while, an Indian film titled “Fire.” Within seconds, Ms. Daste had it on her screen. She added it to the customer’s queue and told her she would be receiving it shortly. Customer pleased. Disaster averted.
Reading that passage made my brain spasm.
