viperm
Carpe Diem
Premium
join:2002-07-09
Winchester, CA
| reply to steve_NVa
Re: Tech support calls
thats nothing our wireless sales guy ( formwer wireless owner) signed up a 90 year lold lady that does not even remember we were ever there to install the internet.
She calls once a day to have one of us walk her thru HOW to use the internet and get or E_mail .
I finally sent one of the techs out to paste a paper to her monitor with step by step instructions.
We have spent over 24 hours in tech visits and phone calls on this woman..
I feel bad but on the other hand we are here to run a business and make money..
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ComTrain Certified Tower Climber. American Tower Certified approved contractor. Wireless consultants. |
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dr mongolia
join:2008-07-03
United State
 ·Cox HSI
| IMHO, this is where it pays to have a clearly defined customer service policy. That way you know when to to say, "Sure, let me get you the number to your vendor so they can help you with that. We don't maintain the operating system (or application) so we wouldn't be the best people to ask, but if you have any problems with your Internet connection please call us any time." Etc etc. Some users may cancel due to this, but those are the users you would have otherwise lost money on anyway.
I've also found that giving out a 1-800 number as opposed to local/cell numbers makes people a LOT less likely to call with general computing questions, yet they'll still report outages/service conditions. I use kall8.com for our 1-800 setup, it's pretty nice. You can have the 1-800 number forward to whatever number(s) you wish, you can play "waiting" music on it (and a greeting message), you can set it to record every call, etc. |
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maxit
join:2009-02-22
Fort St James, BC
| My Internets been down for ___ (insert number of weeks since last bill). I run an important online business, I want it fixed right now!
Onsite tech: We warned you about those trees three years ago. Those poplars have grown right in line with your antenna.
Customer: Well cut them down.
Tech: We install dishes, we don't do logging.
Customer: Well cancel my service then if your Internet doesn't "work"
My computer icon says "your" signal strength is Extremely low. What are you going to do about it?
FAVE:
what does ipconfig say your IP address is?
192.168.1.111
Then you're not connected to your network Your Windows server gives out 10.10.1 addresses
Bullshit
Open a browser, go to 192.168.1.1 and what does it say?
Login for 802.11g router
What is the IP listed on the Status page?
0.0.0.0
Then you're connected to a wireless router that's not plugged into your network.
No I'm not! What do you know anyway? My Internet doesn't work, FIX IT right now! |
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