(no subject)

[taleya.livejournal.com]

This pithy quotation from Tech Comedy  sums up something that many customers forget.  And unfortunately many managers too.  It needs to be painted in letters, ten feet high on the wall of every helpdesk in the world.

 

We are technical support, not customer service. The difference is that we can and WILL tell you no.

 

In short: We're paid to fix your goddamn problems. NOT kiss your arse. Deal with it.

Comments

[zig-mover.livejournal.com]

hah, so true. "sir, go ahead and cancel your account. i'm not going to beg you to stay."

[jahbulon.livejournal.com]

Hahahaha if only that were true! For ISP support and call centre work, the company sees us as CS. If they actually thought of us as techs we might get the pay and respect we deserve...

[taleya.livejournal.com]

:D I've said that! Well, the first part of it.

I've also told a customer, point blank and yes, quite rudely: "We don't want your service."

(I work abuse. the woman in question had gone on the Abuse ticket/warn/suspend/I'll be good/another abuse ticket merry-go-round enough times to piss me off. So we deleted her account and banned her from signing up again :D)

[darkblade1.livejournal.com]

I agree.

Cust: "I'm going to cancel my service."

Internal thoughts:
"Ok, bye. I don't need your shit."

Out of mouth:
"Oh, sorry to hear that sir, let me get you over to customer care."

I don't care....

[taleya.livejournal.com]

Ow. You need to work where I work. If a customer pulled that line in that scenario...we would say "Well, you can do that, but you still won't be able to connect. The fault is with your PC"

And no one would bat an eyelid :D

[the-s-guy.livejournal.com]

Yup. We're here to support I.T., not I.Q.

[geekgrrl-ca.livejournal.com]

Sadly the company that pay's our contract doesn't feel that way. I'm still waiting for them to tell us to suck the customer off... we do pretty much everything else.

[redqueenmeg.livejournal.com]

If only it were that way at my company!