said by dillyhammer:said by diskdocx:Sorry, but as much as Cogeco frustrates me, I could not disagree more this attitude. The typical 'entitled me' approach.
The techs are people, working and earning a living. I know some personally, and they are good guys. I have many Cogeco employees that I deal with, and a lot do not agree with the way the company operates.
The tech in the OP is clearly a douche. He came to the site with a chip, and I can't accept Urbanriot's opinion that he 'just wasn't good at his job'. If that truly is the case, he should be looking for another job.
But back to your post. Is it because these guys are 'free labor' that they should be rearranging furnature? Have you done customer service in a client's house? Some people are complete slobs, and I don't think it's unreasonable to expect some preparation ahead of time. If you are calling in any other trade, paying upwards of $100/hour, I bet you'd not want them wasting your money moving crap around.
Obviously some jobs are going to be more complex, and that may require access to areas not initially anticipated, and a bit of flexibility, as zed and datguy have displayed, would work most of the time.
But sometimes, just sometimes, the customer is really an unreasonable asshat, and nothing you can do is going to satisfy them. We just don't hear about that, but believe me, it is becoming increasingly common. They treat the service people like shit, but cry foul if someone says 'boo' to them. It really is an powerless feeling. Unfortunately, if you've been burned a few times, you start to get jaded, and ultimately the good clients suffer.
For that, I can sympathize with those working in customer service.
I think you should go back and reread my post, paying particular attention to the first few sentences.
Here, I'll save you the trouble.
said by dillyhammer:Yup, ditto, some awesome Cogeco techs over the years. Just awesome. Online too.
I never did get the chance to meet any of the wankers.
But the fact remains, out of every XX number of Cogeco techs, there's bound to be a fucknuts that doesn't deserve to be employed at all.
I've never had the privilege.
OP has, as is plain to see.
And I certainly hope you're not in the customer service business. If you are, you're fired, get out.
Mike
Perhaps you too should go back and re-read your own post. Don't just highlight the snippet you choose - I clearly agreed with you that the behaviour shown by the tech referenced by the OP is unacceptable.
This however, I don't agree with
said by dillyhammer:I never did get the chance to meet any of the wankers.
You know, the ones that grumble about ever little thing like:
1. Not having a clear path to every fucking thing in the house because, you know, people live in it,
2. Unwilling to do anything over and above pulling cable and crimping connectors, because
a. they're worried about breaking stuff
b. they're worried they'll be sued
c. squarely focused on a "not my job" mentality
d. takes a whole 5 seconds to, you know, actually do it
e. just plain lazy
Courtesy works both ways. This tech was bad. Brutal. Should he be fired? Probably.
Based on my experience, like yours, most techs have been good. Some better than others, but never have I come across one like this.
What about the other side? You know, the brutal customer? Don't tell me you don't believe that there are some of those out there. Customers can be vindicitive. Customers can be abusive. Probably there are more major 'wanker' customers, than workers. People feel that their subscription/order/business entitles them to treat another human like dirt. There's no recourse for the worker other than to do the best they can, but can you not sympathize at all?
Get beaten enough and people do start to focus on 'not my job'. Obviously you aren't in customer service, or you would appreciate that the more you do, the more complaints you'll get, and most likely when you try to go above and beyond, especially if it isn't in the job description, that's when you'll lose your job. Sad reality, but true.
We'll never agree on this. But good luck 'firing' me. I quite suspect that I wouldn't want to 'work' for you anyway. Customer service is NOT customer servitude.