Phil
Rojo Sol
Premium
join:2001-06-11
Camarillo, CA | reply to ShadowZWolf
Re: Why people hate tech support, and why tech support hates peo
What a raging asshole. |
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tafkaks
join:2007-03-30
Covington, LA | reply to ShadowZWolf
Is it just me, or does the caller sound almost *exactly* like Bender from Futurama? |
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focus7
join:2002-04-29
Brighton, MI | reply to Chuckles
do you work for maritz?
focus |
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GamerGeek
join:2003-07-26
Fortuna, CA
| reply to Anonymous
said by Anonymous  :They need to confirm that customer has a warranty. Otherwise they will not help you for free. As I stated before, I KNOW why they have to ask you so many questions. I'm in customer service myself. What I'm saying is why does it have to go so far when the fix is holding a button for ten friggin' seconds?
And don't get me started on the whole warranty issue. I've assisted people with products that are 8 and 9 years old, got them working, then receive a paycheck every 2 weeks. As a CSR I get paid to HELP people, not aggravate them. I could care less if it's under warranty, especially when it's a minor issue. I give them service with which they are happy. That's why the dude in the call is throwing curses every 3 words; the CSR wasn't helping him. |
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fegul
Premium
join:2004-08-23
united state | reply to ShadowZWolf
I've dealt with people like that when I worked for Geeksquad. Except I had to deal with them in person  |
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Tuxified1
End The RR Farce
Premium
join:2006-09-11
| reply to ShadowZWolf
I can't sympathize with either side on this one, the customer was abusive and the tech was uncaring.
In every service job that deals with the general public you'll run into people like that caller. If you can't diffuse a situation like that you need to find another line of work.
The whole point of having a tech support line is to deal with customers Problems, not the other way around.
Tech support shouldn't have to be more concerned about a supervisor's report over getting the customer's problem solved.
That being said, I thought the Tech was overly polite considering the tongue lashing he had to endure, but as with most corporate drones he was more concerned about getting the paperwork right rather than helping the customer. He contributed to the problem.
Getting bounced around from one clueless drone to another, and having to repeat over and over the same info will only further infuriate an already frustrated customer.
The caller defiantly needs to calm down, but tech support needs to streamline the info process and make it a little easier to share already logged info among the techs.
Unfortunately, in today's job market, the tech's are trained to please the super's not the customers, so getting policy changed isn't going to happen.
Real customer service is a thing of the past.
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FiL
Premium
join:2005-08-16
Silver Spring, MD | reply to jeffster1970
hahahahahahahaha!
"Jesus Christ how you turn this thing off!!!"
hahahahahahahahaha!
I vote prank call, recorded. |
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JIGA
Its A Bird, Its A Plane, Its..
Premium
join:2002-02-02
Azle, TX
clubs:
 ·Charter Pipeline
| reply to ShadowZWolf
LMFAO! That was hilarious.
I do have to say though, it is annoying as hell when you have to repeat everything you already entered in at the automated session to the human.
I work in Tech Support as well, so I can feel the pain for both sides. |
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Slidetbone
Mazin Go
Premium
join:2002-11-10
Land O Lakes, FL
| reply to Anonymous
said by Anonymous :They need to confirm that customer has a warranty. Otherwise they will not help you for free. Exactly!!!
We all hate the automated systems, but companies have it in place because it costs more to "humanly" handle a call versus placing a recorded menu with possible solutions. Thats the way it is.
Maybe one day, some of you will run a call center and realize the costs involved. This tech did the right thing because the solution is not free at any warranty center. They need proof that the end user purchased the unit, the date it was purchased and other account confirmation methods. It's the way it is.
We need to get used to it; all service providers are going the automated way to save on overhead costs. It is here to stay. |
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sderenne
join:2004-06-13
Sacramento, CA | reply to ShadowZWolf
Angry laptop guy needs to "upgrade" to vista that will solve all his problems!  |
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