starrwinter
join:2005-10-11
CA
|  support agents
Some agents are more helpful than others and most on the phones want to please customers as much as possible, but there are steps that must be went through first to eliminate issues and that would be part of your so called 'canned script.'
Ever wonder what it is like to respond to 50+ calls in a day? They're not reading a script, they just know all of the steps by having to perform them hundreds of times within a few months.
I know this from personal experience, and with Comcast as well. Believe me it is customer-oriented first and reading from 'canned scripts' is not in the picture.
As well as escalating from Tier 1 support any ISP performs in the same manner for escalations to do with registration issues, abuse issues, networking issues, etc. True I agree it would be easier if you could phone up a Tier 2 or 2.5 technical support agent, but that would take away from the time of day where they are actually performing their job tasks and fixing issues.
Believe me I hardly agree with many of Comcast's practices, but compared to some they are better than a LOT of other ISP's, and the agents on the end of the phone work hard to solve issues. |
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