Hanging up on a rep

Author	All Replies
Ioweyou @comcast.net	Hanging up on a rep Most of us have delt with idiots on the phone who don't know an answer to a question because it's not on their computer screen. I remember the good old days of tech support where you took a call and then went to the lab to try and recreate the customers problem. Then you called them back with an answer... even if it was just to say you had recreated the problem but didn't have an answer but were passing the info on to the engineering group and hopefully they would respond with an answer.. These days it's all about clearing the queue and the number of calls you take so it looks good on a spread sheet. I ran a call center and our goal was to DECREASE the amount of calls we received with good products and good sales people. My goal was to go to the managers meeting and show a spread sheet that showed the amount of service calls we were receiving were going down. So here's a hint... if you get someone who tells you 'no no no no' or just doesnt seem to 'get it' then just hang up. Yeah it sucks having to go back through the phone menu and wait and answer all the questions but you might get a someone who really knows what they're doing. Heck I do this almost EVERYTIME I call Comcast (go figure right?). I just hang up. Oh and I usually get the best reps from the Canada cal center. Don't know why but they seem to alwys know what they're doing. And how do I know where the call center is.... I say something.... "Hey you've got a pretty cool accent there, where you from?" Response, "Oh I'm in Canada sir" or "I'm in Texas sir". Works every time.
Ioweyou @comcast.net	to forum · permalink · 2009-12-14 12:07:27 ·
n2ubp join:2007-07-13 Middletown, NY	My non Verizon DSL/ISP help desk tries their best as long as you DO NOT deviate from the script. Do you use a router/DSL modem NOT supplied by the ISP? If so, "Sorry, NOT CoVErED!!.. Want to ask a question about something in the error logs of one of their own monthly rental routers that is not in the script?? SoRRy, NOT cOvereD!!! not know... but you can buy hard drive backup service from us for a monthly fee, or premise wiring insurance for a monthly fee, or bastardized firewall/antivirus software for a monthly fee.. and we'd love to lock you into a contract for at least 2 years.
n2ubp join:2007-07-13 Middletown, NY	to forum · permalink · 2009-12-14 12:30:29 ·

Faster Verizon DSL Service Will Burn Your House Down > Hanging up on a rep