said by Leathal:
Fifth the tech was very rude to her from the start, not trying to help her, just basically wanting to end the call and close the ticket.
My response to this as well as another of your points is that this service representative and possibly others, aren't well trained on dealing with older, non-technologically savvy adults and provide support at a pace that's frustrating to the recipient of this support call and to the provider, since they don't have the patience.
Sometimes this inability to aid older people comes across as rude to the recipient. I know this from the phone support I'd provided many years ago, where I was nice as peaches... but I was just too fast for the person on the other end.
The other problem is a lack of knowledge on supporting the products that clients use. There shouldn't be a perception of rudeness if a support representative can smoothly walk a person through supporting one of the most popular email clients, because they have it in front of them as well.
I'm curious if Cogeco representatives have imaged PC's or virtual environments with regular configurations on them, to provide proper technical support. Your post and my previous experiences suggest they don't... or at least, they're not skilled enough to follow them.
One bad experience is all it takes for one person to bad mouth Cogeco to everyone they know while a good experience has a far greater effect than billboard advertising.
said by Leathal:
I think Cogeco should do a blitz were by have people from customer service call the client back after they have dealt with someone in support to do a follow up. This way they might be able to paint a better picture of the people who are working for them and actually make some good changes in the right direction.
I agree. An independent employee who's skilled and higher up should do a follow up call shortly after the call was ended to ask if a) the issue was resolved and b) how happy the recipient was with the call.
I also feel they should be listening to more support calls, at least with their new initiates.
My experiences with Cogeco's technical department has always been positive, but I'm calling into the business side of Cogeco and I have a technical background.