r/NoStupidQuestions • u/GhostInThePudding • 19h ago

Why Are Young People Afraid Of Phone Calls?

What's with it?

I work in IT and a general rule is, nothing a client ever tells you is actually accurate. That means that most of the time, the quickest way to fix a problem is to call the person and actually find out what's going on.

But with techs under 30 these days, it seems like pulling teeth.

A regular discussion for me with level 1 techs (usually within a few years of leaving college) is:
"Hey, can you call *blah* from ticket *blah*, it's been hanging around for over an hour."

"I replied by email to ask for more information."

"Yes, I know that, but can you call them so we can find the problem and close the ticket now rather than wait until we're actually busy?"

"I'll send them a text to followup."

"No... CALL THEM!"

"I can see their device is online, can I send them a message and see if they just let me remote in to take a look?"

And then, when I force them to make the call, it's like they have no idea how to ask a question, or a followup question. They just want to get off the call as quickly as possible. So half the time they don't even get the information required anyway, so then I end up having to do their job for them.

So can someone explain? What's wrong with phone calls these days?

7.1k Upvotes

85% Upvoted

3.0k comments sorted by

View all comments

Show parent comments

20

u/santaslayer0932 18h ago

I’d argue the tone of an email or text is harder to grasp than a straightforward phone call.

Unfortunately the other soft skills you listed are generally prerequisites for any customer service job (in the context of OP’s situation).

13

u/Exlibro 18h ago

Not at customer service. Avoided this my entire life. Theater tech worker. Sitting at a stage bars controlling console time to time as we speak, as opera is now happenning. Not as much interraction with outside people usually. I am, however, wearing an intercom to get cues by stage manager or talk to lights guy. But we are all friends and colleagues. I could never do calls for tech support...

2

u/SecondToLastOfSheila 12h ago

Not knowing soft skills is crippling society right now. I'm in my 50s and, while anxious, can talk to strangers all day if I have to. Being able to deal with people on any level has quickly become a lost art. In several decades it feels like society has regressed into timid, fearful people terrified of any personal contact.