Customer service thy name is kiss-a&$

[lordandrei]

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

Comments

Having Worked in CS....

[tygeressdenacht]

Unfortunately most times it is not the reps fault. There is usually a certain dialogue that you MUST follow or face the wrath of your superiors and a bad score on your "listened" to calls. I had a fairly high call volume and a high sucess rate of helping people. (Then again working for the bank I was also one of the few people who ended up getting promoted within a year and sadly probably would have continued up the line and would have been more able to help people if I hadn't quit

[paulrhume]

Most CS (mine certainly) includes the point that the client is already upset by the time he calls. He is, in the main, even if professional, calm, pleasant, etc. himself, certainly not calling to say hi, everything is fine.

OK, I had one client who did that about once a quarter. Wise man - when he did call with a problem, it itended to get triaged to the top of the queue even if it was not critical, as long as there wasn't a down system or equivalent ahead of him. Flies, honey vinegar, etc.

[Sorry Andrei, I know this wasn't meant to turn into a Customer Service old comrades session]