Customer service thy name is kiss-a&$
EDIT: had posted an image instead of a link. That was annoying. Fixed that. Sorry.
I just got off the phone with my ISP. Last week someone got onto my network and ran a peer-to-peer downloading problem. I discovered the next day that my network had gone to hell. I disabled the ability for such programs to be run on my network. (Without certain ( Read more... )
I just got off the phone with my ISP. Last week someone got onto my network and ran a peer-to-peer downloading problem. I discovered the next day that my network had gone to hell. I disabled the ability for such programs to be run on my network. (Without certain ( Read more... )
25 years mostly in customer service - but am also empowered to sit on people's desks and whale on them when the customer is unhappy. In one regard, I feel sorry for the first tier folks at firms that require scripted sign-ons and sign-offs - there are companies where the sincere expression of regret by the rep you talked to would get him written up.
In order to improve that holy grail, "Customer Sat," over the years I have had to sit through some excruciating "training" sessions, usually from a consulting company that specializes in designing excruciating training session for customer support employees. Apart from obvious injunctions (like be professional, courteous, and interested in helping, or change careers) they focus on the touchy-feely side (Have a nice day) and often come apart when dealing with the reality of providing support in a decentralized, often frustrating service environment.
Here's hoping he has the clout to pass things along by sitting on the right desk (but we probably both assume it means he punches the escalation button on the ticket and it goes into the Black Hole).
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