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Please Aggravate Me: Is Gamifying Customer Service a Reality

Convince & Convert

In all, it took one hour…17 minutes…33 seconds for the CSR to work with another department to see if the flight I needed was available, get an updated ticket price, rebook the flight, and complete the transaction. While the United Airlines CSR was very pleasant and thankful for my patience, I couldn’t help but think how can people’s time spent waiting on hold be more pleasant and fruitful , both to the customer and to the brand?

CSR 91

Please Aggravate Me: Is Gamifying Customer Service a Reality

Convince & Convert

In all, it took one hour…17 minutes…33 seconds for the CSR to work with another department to see if the flight I needed was available, get an updated ticket price, rebook the flight, and complete the transaction. While the United Airlines CSR was very pleasant and thankful for my patience, I couldn’t help but think how can people’s time spent waiting on hold be more pleasant and fruitful , both to the customer and to the brand?

CSR 90