Malicious Compliance at insurance call center

Knowing insurance companies, the customer might well have a good reason to be pissed off at them. They put the call center staff in place as a buffer/facade between the customers and their horrendously calous policies and practices that make dealing with them such a painful experience.

They do this precisely because they understand human psychology and know that a friendly voice makes the customer second guess themselves and calm down - or at the very least gives the customer somewhere to vent their frustrations so that the company can continue getting away with their shitty business practices.

Using the call center staff as pawns like this is the greater wrong IMO. But two wrongs don't make a right and so at the first hint of shadyness I always say "Hey look, I'm really unhappy with what your company is doing and I don't want to take out my frustrations on you. Can you please pass me onto a manager?".

/r/MaliciousCompliance Thread Parent