The customer service person is an expert. If you could fix the problem yourself, you would. Instead, you called somebody who fixes this stuff eight hours a day, and has more experience than you do with the problems that can come up.
So don't tell the support person what can be done. ("Sir, your DSL is out because the power is out in your area. I can't do anything about that." "YES YOU CAN!!!!") Don't ask for a man because "this is complicated stuff that a girl couldn't understand." And when the support person asks you to do something, try it.
Pay to play. Really, nobody should have to be told this. But if you want the service, and you aren't willing to pay for it, please don't call customer service. Just go soak yourself in tabasco sauce and find a dragon to eat you.
(I read customers_suck once a week or so. I've learned a few things.)
Re: Other notes:phillip2637March 27 2009, 16:58:59 UTC
"The customer service person is an expert"
Well, as much as I applaud the intent of this thread, evidence suggests that this is a rare case for technology-related support. I have *once* called my ISPs customer service and had the person who answered the phone understand and deal with the problem. ("Yes, sir, someone here arbitrarily changed all the passwords for users with names beginning with 'P'. No, I don't know why either.")
But still, I understand that it's not the fault of the person on the phone that they're untrained, and the company is understaffed, and that their department only exists so that marketing can put 34/9 support on its advertisements. :)
I've had really, really annoying problems involving the customer service person (actually, pretty much everyone in the customer service toolchain) knowing a lot less than I did about the problem in question (I've also, FWIW, had really good experiences with customer service where they knew a lot more than I did
( ... )
So don't tell the support person what can be done. ("Sir, your DSL is out because the power is out in your area. I can't do anything about that." "YES YOU CAN!!!!") Don't ask for a man because "this is complicated stuff that a girl couldn't understand." And when the support person asks you to do something, try it.
Pay to play. Really, nobody should have to be told this. But if you want the service, and you aren't willing to pay for it, please don't call customer service. Just go soak yourself in tabasco sauce and find a dragon to eat you.
(I read customers_suck once a week or so. I've learned a few things.)
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Well, as much as I applaud the intent of this thread, evidence suggests that this is a rare case for technology-related support. I have *once* called my ISPs customer service and had the person who answered the phone understand and deal with the problem. ("Yes, sir, someone here arbitrarily changed all the passwords for users with names beginning with 'P'. No, I don't know why either.")
But still, I understand that it's not the fault of the person on the phone that they're untrained, and the company is understaffed, and that their department only exists so that marketing can put 34/9 support on its advertisements. :)
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(The comment has been removed)
There's plenty of anecdotal evidence.
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