| Both sides of the coin The truth is that for every valid support call there is at least one that the customer could have solved by restarting the modem/router/PC and checking all the cables. If those calls are weeded out I think the quality of support should improve.
Yes there are bad CS reps, that have no idea what they are talking about and have little or no practical experience, but lowering the volume of "PEBKAC" calls should help them either to improve their skills or to expose their incompetence. |
