Customer Service Announcement #1

[awarrenfells.livejournal.com]

Dear Customer,

     I understand that you are angry and/or upset that your service is not working as you would like it to; however, yelling at the technical support representative that is here to help you, the first thing after getting on the phone with him, is not going to help you get your problem solved any faster.  In fact, it may incline us to take longer, or to take the easy way out [because we don't feel like talking to you any more at this point], which will just in turn cost you more time.

     You don't piss off the person making your food, so why would you piss off the person that will ultimately decide whether you have internet or not.  It just isn't good common sense.

     As an aside, we are more inclined to go out of our way to help you if you are sociable, and fun to talk to.  You want a driver installed?  Sure, I can help you with that. [Even though we have NOTHING to do with that at all, I like talking to you.]

     Not being an ass hat will take you a lot further in the long run.

Regards,

Your Technical Support Representative.

Comments

[deaddoloreshaze.livejournal.com]

exactly!

if the person i'm talking to is nice, then i'll happily go outside of my support boundaries and fix them. but if he's a jackass? sorry, you're going to paid support because i don't support how-to issues.

[devilish69angel.livejournal.com]

sounds like a call i had the other night...and i totally agree with you, being a jerk to me is not going to get me motivated to get your issue fixed any faster (especially since we are FREE tech support from your ISP).

[kirolee.livejournal.com]

I'll go way out of my way to help a nice person. When I worked in a call center taking calls for a televangelist. (was lied to when hired. Was supposed to take cable calls.) Lady wanted dvd, but had to buy vhs as she didn't know how to hook up her dvd player. I told her how.

[amynnah.livejournal.com]

::laughs:: I call up my ISP when the internet goes out (I get auto-bumped to Tier 2, because I know more than the Tier 1 guys), and I think I might have some interesting notes on my account... I either get some deadpan, by-the-script guy, or someone really hilarious who will ask me how the Outlands are going. Conversation generally goes as follows:

Me: Sucktacular, thanks... I got shanked by three Undead Rogues who were just standing there when my internet cut out...

Him:That's what you get for rolling Alliance!

Me: Well, I have Horde too! All my friends rolled Alliance! It's not my fault! DON'T JUDGE ME!

We generally get a good laugh, he gets it working, I ask to talk to his supervisor, tell them that he's awesome (even if he plays a filthy Blood Elf who needs to die in a fire), and needs a raise. Every damned time. :)