nilz
@leaseweb.com
| reply to ShadowZWolf
Re: Why people hate tech support, and why tech support hates peo
I've done tech support for the same company, but in the Netherlands and thankfully we were instructed to politely ask them to take a breather and call back when they're in a more cooperative mood..then hand up. It made that job so much more endurable. |
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focus7
join:2002-04-29
Brighton, MI
| reply to pleekmo
you are correct. many call centers require 100% call tracking/documentation. the call center i work at does not have an automated system to gather information, but based on the transfer calls within our center it's not too hard to understand that callers don't always provide the correct information to a live human being...so when it comes to automation there have got to be a number of callers that mess things up and enter the wrong information. the purpose of providing the same information you entered into the autmoated system to the analyst/CSD is to make sure the analyst/CSR knows who she/he is talking, account specifics, and to assist with call documentation.
Calls are randomly recorded for quality assurance purposes (a QA department listens to these calls and reviews the analyst's/CSR's performace in the mechanics of the call (greeting, saying the name at least twice, positive language/no slang, etc.) and accuracy of information provided.
as far as quotas within a call center, most call centers have a service level that requires a certain percentage of calls to be answered within a specific amount of time. for the call center i work at it's 80% of the calls within 120 seconds. as for calls not exceeding a certain length...there may be some centers that have those requirements; however, if the business owner is smart she/he wouldn't set maximum handle times. speed isn't always the most important thing...and how fast you can assist someone doesn't mean jack if you don't provide them the correct information. some issues just cannot be "solved" in a specific amount of time. at any rate, the QA department and departmental management can and do work with analysts to ensure they aren't "twiddling their thumbs" and prolonging calls unnecessarily.
if the angry laptop guy would have called our center he would have been given the opportunity to adjust his mannerisms and if he failed to do so the call may have been disconnected (this decision is at the discretion of the analyst...some are more willing to take the abuse). i personally don't take calls anymore as i work on the administrative side of the business now, but i never hung up on anyone...and yes, i had people as upset as this laptop guy calling into our center.
also important to note, the analyst/csr in this call didn't do a spectacular job trying to allay the caller's frustrations. for instance, he could have stated out right that he would be able to help. its amazing how a little gesture like that disarm an upset caller. Everyone has a bad day…both of these folks seemed to be having a less than spectacular day. I hope they had something better happen for them shortly after this call.
focus |
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exocet_cm
In memory of dadkins
Premium
join:2003-03-23
New Orleans, LA
clubs:   | reply to ShadowZWolf
Wow, did the guy ever think about taking the battery out? |
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damox
Premium
join:2002-01-07
Olympia, WA
 ·Comcast Formerly ..
| said by exocet_cm  :Wow, did the guy ever think about taking the battery out? Actually he did, because at one point he asked the Tech "what do I need to do, take the %@#$ing battery out?" To that the Tech replied, "You don't want to do that". Taking the battery out would have ultimately had the same effect as holding down the power button, but I think the user was afraid to do that without asking, as he probably thought it might cause some other problem. The Tech, I'm thinking didn't want to do that, because he wanted to see if it would shut down when holding the power button down.
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DAMOX Proud to be a member of Team Discovery |
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MadMANN
Premium
join:2005-08-19
·Comcast
| reply to DataDoc
said by DataDoc :The real problem is the idiot that changed the on/off switch to not actually turn off the pc unless you hold it. Not intuitive and just a stupid idea from the get-go. Not really. I'd hate to accidentally hit the button for a split second and lose any valuable info that may not have been stored in the past 10 minutes. |
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dj12midnit
Tag You'R It
Premium
join:2000-07-28
Lynden, WA
clubs: | reply to ShadowZWolf
If it were me I would have asked to speak with his mommy.
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Sig Remove by order of the sheriff. |
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TOPDAWG
Premium
join:2005-04-27
Midland, ON | reply to ShadowZWolf
I'd hung up on the asshole myself. Just how much does a CS have to take for it is ok for him to hung up? |
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Lurch77
Stop looking at me.
Premium
join:2001-11-22
+44.88-87.89
1 edit | reply to ShadowZWolf
Why I could never work customer service. I get some asshole like that on the phone I would start yelling right back. Tell him to go f%$k himself and hang up.
said by focus7 : I hope they had something better happen for them shortly after this call. focus The best thing that could happen to that caller would be to get hit by a truck. He could end the misery that seems to be his pathetic life. |
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SuperNet33
Go Ninja,Go Ninja Go..
Premium
join:2002-10-08
Harwood Heights, IL
clubs:
 ·AT&T CallVantage
| reply to ShadowZWolf
I get so many calls like that...
The best part is that the tech helped him and the caller was an idiot!
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Comcast HSI 8.0-768 / ATT CV - VOIP / »www.TalkABoutVoIP.com my VoIP page! |
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RR99i
FINALLY, Got Broadband
join:2003-03-18
Anderson, IN | reply to ShadowZWolf
LOL, what a good laugh, for getting broadband again. 
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RR |
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cscottm
join:2002-05-09
Kent, WA | reply to ShadowZWolf
»www.customerssuck.com/ |
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Warmachine99
join:2006-03-20
Pleasant Prairie, WI
·RoadRunner Cable
| reply to ShadowZWolf
I have had MANY calls like that and we were not allowed to hang up on them. Instead, we were to call over our supervisor and put the call on speaker. He would then 'take over' the call. We were to note in the call record (every call had to have its own record) that the person was abusive and that it was taken over by a supervisor.
Man, I wonder why I am still trying to get a job in that field....
Maybe I should try a different kind of IT work...
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I've discovered that I often visit the state of confusion, and I know my way around pretty well. |
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supergirl
join:2007-03-20
Pensacola, FL
·Cox VOIP
·Skype
·Cox HSI
 ·AT&T Southeast
·magicjack.com
| reply to JBahr69
said by JBahr69 :Anger Management 101. I think someone just needed a hug. I think in-breeding went too far. ROFLMAO! |
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GamerGeek
join:2003-07-26
Fortuna, CA
| reply to Anonymous
said by Anonymous :said by BlitzenZeus :... but that doesn't solve the reason why it crashed on shutdown. Would YOU really be interested in discussing this problem with this guy? I diffuse these types of situations on a daily basis. First off, it's the fault of Dell's horrible "process" to get all the info they can about something so minor that it infuriates the majority of the people that call in. Secondly, the operator should have heard the anger in that douchebag's voice in the first 10 seconds of the call and said "to hell with the script, just give him the answer".
I know it's their job to get all that info for the service ticket, but that call should have taken 15 seconds and didn't need to escalate past the first f-bomb. It's called customer "service" for a reason, and the whole interrogation process just enrages most people. |
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weedahoe
join:2003-09-14
Duluth, GA
| This guy was totally an idiot and deserves every bit of 'dragging of feet' service he got. I am not saying it is right to do it but he did deserve it for being the asshole that he is.
As I worked as a tech and QA in a callcenter for 3 1/2 years, I can certainly tell you the tech should have educated and explained to the guy more than what he did. At the same time he did keep to his BS procedure even though we all know he could have done it better by (again) explaining the the customer why he needed that info.
On the flip side of things, the caller should contacted and given a URL where he himself can hear this call and see how he acted and how simple the resolution is (even though it isnt a real technical fix but rather a bandage).
The guy keeps talking about all the automated phone systems (IVR). Does he ever call and cell phone or cable provider? ANY DECENT size company has them, even resturants like Outback.
Overall, I think the caller got what he deserved due to being stupid and acting that way. I think the tech did good but could have done better. The caller had better be thankful he ever lasted as long as he did on the phone and even more thankful he even got an answer to his issue. |
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rextilleon
join:2003-12-28
Pleasantville, NY | Sounds like a setup to me. Idiot, remove the battery. |
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Anonymous
Premium
join:2004-06-01
IA | reply to GamerGeek
They need to confirm that customer has a warranty. Otherwise they will not help you for free. |
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zoebisch01
join:2003-11-10
Julian, PA
| reply to EGeezer
said by EGeezer :It reminds me of a cruiser video on COPS where a NC patrolman stays cool in the face of a screaming motorist who was pulled over for speeding. That is exactly what I thought of
I lol'd. |
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PhoenixAZ
Joshua
Premium
join:2004-01-04
Phoenix, AZ
| reply to DataDoc
said by DataDoc :The real problem is the idiot that changed the on/off switch to not actually turn off the pc unless you hold it. Not intuitive and just a stupid idea from the get-go. That is because this method of turning off the computer should only be used when the computer is fully locked up etc. Other than that, people should be shutting down through the OS. Another thing is that you could accidentally hit the power button while computing.
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Josh| About Me |
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Chuckles
Premium
join:2006-03-04
Saint Paul, MN
| reply to ShadowZWolf
I love taking calls like this. Everytime a customer gets like that with me I say one of three things.
God bless you sir. Find Jesus in your heart.
Thanks for the compliment. Such kind words.
Have a nice day. And then I stay silent until they hang up. (We can't hang up for *any* reason.)
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If you want a picture of the future, imagine a boot stamping on a human face— forever. |
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