[identity profile] ofstarstuff.livejournal.com posting in [community profile] techrecovery
2nd tier call center tech slave for $ISP. Several things that irk me. every. single. day. Some are tech-related, some just reveal how customers have no common sense nor any idea how to deal with the human being taking their call.


1. I can deal with computer illiteracy. No, I don't understand it at all. You have no internet access, and don't understand the basic concept of rebooting a computer? I can understand not knowing how to reboot a router, but your freaking computer? If nothing else, the mighty power switch, ladies and gentlemen! Good golly, claiming you are computer illiterate when I ask you to turn off your computer and turn it on again makes me want to punch you through the phone line.

2. Also, please to be following my instructions. Don't wander off to random windows, don't open Internet Options when I ask you to click on Network Connections, and believe me, there is a Network and Sharing Center or Network and Internet on your Vista Control Panel!

3. Why do you put me on hold to pick up another call? I can understand if it's an important business call, but if I can hear you chatting away with your bestie while I'm left hanging, I'm going to be pissed.

4. ...Yes, I am sure of it. Why do you question me, after I have told you something? If you doubt me, why the hell are you calling support anyway?

5. I can't see what's on your computer screen. Sadly, we don't have remote access to your machine. Even sadder, my clairvoyance skills are lacking. So why do you tell me there's 'OMG ERROR' and then don't tell me specifics? Please read me what's on your screen.

5a. On a related note, saying 'there's this 0x800muuuumble error' means nothing. If you're going to list the error, please tell me the full length of the damn code. Do you think the numbers are just there for decoration? (...Sometimes they are.)

6. Why do you think you're better than the other customers? Why should your malfunction ticket have priority above the rest? I understand that not having access sucks and you use the internet for important!work, but you're going to have to wait like the other paying customers. It's three days for standard procedures. Yes, I know it sucks. I still can't do a thing about it. Stop bitching at me, I hear that spiel over ten times a day!

7. I gave you my name at the start of the call. I don't mind if you forget it, most callers don't address me by my name anyway. Miss, ma'am, almost anything works. But not Girl. Please, let's keep this professional. (I'm Portuguese, so the word is actually 'menina'. Not too bad from an elderly customer, but by someone who sounds not much older than me? Ugh.)

8. "I called you guys earlier, I think I spoke with you?" when I see your previous call was taken by a male tech or someone with an accent strongly different from mine. Why do I get the feeling you're not going to listen to a single word I say?

EDIT:
9. "I know it's not your fault, BUT..." There's always a raving rant after that. ALWAYS. It never, never fails. I know you're pissed by the previous tech/not getting internet fast enough/your sex life/your boss/your landlady/your pet iguana, BUT if you know you're pissed and it's not my fault, please try and understand I'm on the line six hours a day. Be nice, don't yell at me. I'm only trying to help, and by doing that my mood won't be the best when the time comes to help you and other callers. It's doubly horrible, because you know I'm not to blame, and you still throw a hissy fit.

Edit: Added #9.

Date: 2009-07-02 02:16 pm (UTC)
jecook: Harry Potter; and Snakes on a plane. "Parseltongue, M-F-! DO YOU SPEAK IT?!" (parseltongue)
From: [personal profile] jecook
Off topic, love the icon.

I'm *SO* glad I don't have to deal with that on a regular basis anymore.

Date: 2009-07-02 02:45 pm (UTC)
From: [identity profile] cirobi.livejournal.com
Sadly, many of these aren't just call center woes. I get some of this shit straight to my face on a daily basis...

#2 about instructions really hits home. It's one of the few that really get under my skin. I've taken some time to put together very detailed, simplistic instruction documents with carefully captured pretty pictures so they can see exactly what I'm talking about. Carefully drafted instructional emails when major changes are being made throughout the office also fit in here. I absolutely can't stand it when people don't bother to read what I've likely taken a long time to write for their own good and as simple as possible so they could comprehend. I can come to terms with it for the most part but not when a user flat out admits "Oh yea, I saw your email but didn't bother to read it." Thankfully my manager understands and is mostly ok with me throwing it back at the user. If we send out an office-wide message now and someone asks about that topic, my first question is "did you read the email?" If yes, then they're allowed to ask. If they say no, then I tell them to read the email then if they still have a question, come back or call me.

Date: 2009-07-04 03:04 am (UTC)
From: [identity profile] kantar.livejournal.com
Sadly this is also true in college classes. I can sometimes hear students come into my boss' office (which my desk is in the back of by all the servers and white noise) to ask him about something, and it comes down to the fact they didn't actually read the textbook chapter which goes into easy detail and answers all the questions they were asking him. If they actually follow the given instructions, there are no issues.

The other part of this is simply the people not using their eyes. I had one person who kept plugging the light blue rollover cable into the yellow bordered Ethernet Port #1 on the Catalyst to try and program it. For 6 weeks in a row. After I pointed out every cable we have in the lab is color coded to match the ports on the equipment. If you look and the colors don't match - there is your first problem!

People just are getting too lazy to use their eyes - if it isn't flashing the information at them in large clear text with sparkles, sound effects, etc. to make them WANT to look at it and comprehend.

Date: 2009-07-02 05:36 pm (UTC)
From: [identity profile] commanderd.livejournal.com
4. ...Yes, I am sure of it. Why do you question me, after I have told you something? If you doubt me, why the hell are you calling support anyway?

All time number 1 pet peeve of mine. Especially when they start off with the infamous "I know more than YOU!" rant. If they did know, why the fuck are they calling me?

Date: 2009-07-02 08:15 pm (UTC)
From: [identity profile] natalie-i-am.livejournal.com
If management is cool with it. Just go "Okay, you know more than me... so WHY did you call me?"

Date: 2009-07-03 03:14 pm (UTC)
From: [identity profile] the-s-guy.livejournal.com
"I'm glad to hear you know more than me about that - obviously you don't need me on the line, then." *click*

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