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Re: [Cable TV] Western New York Upgrade? said by hobgoblin:I was not talking down to you at all. Most first level support agents feel they can run the business better than those trying to do it. Hob Whoa whoa whoa there Hob, 1. I never said I could run that business any better, although I bet I could have kept it out of bankruptcy with ease. 2. You're doing it again with that simple statement. Apparently you will need to learn to talk to people on a level playing field in order to get respected anywhere, at least, that's the way I look at it.
Never have I talked down to someone, or thought they were beneath me, except for a certain T2 rep from Adelphia, who's name will remain Aaron...err...anonymous, YOU know who you are, you big tub o laughter you.  And you know what, it's gotten me a quite a few friends in high places, and quite a few in low places....where the whiskey drowns, and the beer chases my blues away.....sorry, daydream, anyway, that's the way I look at it.
to your point about the information changing before it gets to a call center.....well, that is hardly the agents fault, and definitely not the customers fault, so why should we take the brunt and basically lie to the customer. We, meaning any team I was on, was always told to do the best you can with the little information you got, which wasn't much, so therefore, we would....do the best we could, and THAT'S why you get people on here posting that tech support is a bunch of idiots and every time they call they get a different answer.
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No animals were harmed in the transmission of this post, but the pitbull living next door is living on borrowed time i tell you! | |
 hobgoblinSortof AgoblinPremium
join:2001-11-25
Orchard Park, NY
kudos:4
1 edit | Champs,
You totally ignored all the points I made.
When the information is not available or available and subject to change it is DANGEROUS to give it to anyone.
"Why should we take the brunt and basically lie to the customer. We, meaning any team I was on, was always told to do the best you can with the little information you got, which wasn't much, so therefore, we would....do the best we could, and THAT'S why you get people on here posting that tech support is a bunch of idiots and every time they call they get a different answer."
Here is a problem. If there is no information to give the customer thats exactly what should be done, customers should be told there is no information. agents should not lie, and make stuff up because that is how the customer gets a different answer every time they call!
Hob
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"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson
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1 edit |
As for the information not being dealt out....well, you're dealing with rather smart agents, and those agents are your life blood, until the day comes when you take call, after call, after call from customers demanding answers about an outage, or a migration, or some other network issue, it is YOU who will never understand where I, and many others are coming from.
I have said my peace, I think it's time to move on, I'm going to the beach to gawk at half nude college women and get a darker tan, then maybe get into the jacuzzi for a nice soak.
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No animals were harmed in the transmission of this post, but the pitbull living next door is living on borrowed time i tell you!
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 SkellBasherYes Sorto, I'll take my Prozac
join:2000-10-22
Niagara Falls, NY | said by Champer:As for the information not being dealt out....well, you're dealing with rather smart agents, and those agents are your life blood, until the day comes when you take call, after call, after call from customers demanding answers about an outage, or a migration, or some other network issue, it is YOU who will never understand where I, and many others are coming from. You're also dealing with some really dumb agents that have a hard time with basic instructions. I can't tell you how many times I received calls where a customer had been troubleshot for 30 to 45 minutes on a problem by a previous agent, except that when the account was pulled up, there was this LARGE message box that said not to troubleshoot, the modem was disabled by IPET.
For every intelligent agent who can properly process sensitive information, there are 3 no so intelligent agents that can't. I'm not saying they are stupid, but just that can't be given some types of information without messing it up.
And for the record, Hob and I both started at Adelphia ON THE PHONES. We worked back in the day when you had to deal with dial-return setups, non-DOCSIS areas, and VERY limited tools. We worked the phones when there were no TSRs to handle the simple calls, when there was one level of support : us. We didn't have the tools you worked with, but we helped provide the feedback to get some of those tools built. We worked through bi-weekly mail server problems, the Prestige Cable migration, and the original GTE purchase. We were front line support when Adelphia expanded too quickly, and was forced to resort to the DFW/Atlanta ATM cloud debacle.
Did I mention that we figured this all out ourselves? On a personal note, I identified the cause of some major Westminster, MD connectivity problems TWO MONTHS before it was acknowledged by the network operations group because they didn't understand the data I was passing along to them. For a LONG time, network issues were only discovered by the front line phone staff, not due to proactive checks by the people that were responsible.
So, my good sir, you are perfectly entitled to your opinion, but DO NOT accuse Hob of not having any ideas about the job that you did. He did it LONG before you did.
You chose to leave to pursue other endeavors. I respect that; so did I. Hob chose to stay, and frankly he has a better perspective on how things are then most of the people in that segment of the company right now, because he's been there, and done it at every level.
Enjoy the weather down there, and do share some spring break pics!! | |
| I guess I created a fire storm by asking two simple questions. Unfortunately, I have to agree with Hob on this one also. You can get five different answers from five different workers at the call center. Either they don't read the directives or just plain forget.
I bet though Time Warner has to re-train many at the call centers to do it the Time Warner way rather than the old Adelphia type of responses. There is nothing worse than confusing the customer. A good case in point is the Time Warner pricing compared to the packaged Adelphia pricing. It would actually cost me more to switch from my current Adelphia package with Cable and High Speed to the current Time Warner pricing. To me, that is very confusing to the customer. | |
1 edit | reply to Champer
Alright. With Adelphia Communication was EASY because everything was ONE standard. Email, Speeds, Billing. With Time Warner and being a Former Coudy Tech now that was confusing for Most. Different information for every area, no one knew where chains of command went for issues with customers. Maybe that has changed since the good old days of Coudersport closing but that is what i mean when i said i agree with Champer. I also agree with the information being there for us BUT only when your talking about it being ADELPHIA not Time Warner "power of the share holders" not of you.
Also on the last post you are right. Time Warner did have to retrain all techs to do it the Time Warner way because there is no set standard across the board. Every area gets different everything. Although when we exited they were trying to use Adelphia's platform to "standardize" email. Good Luck to all in your futures. I don't envy the job in front of a lot of you. How ever i do hope techs are reaping the benefits of having a person like Hob in that place.
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I am the Coyote | |
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