SM-Customers ?

[lions-tambua.livejournal.com]

Customer calls in with an Problem (as usual)
I told him what he has to do to solve the issue and which steps of troubleshoot we need to perform
Customer is not satisfied with my way of finding the solution (Company-Policy! i cant change anything on that, btw, its TECHNICALLY correct to make these steps!)
Customer does the steps but is quite annoyed.
We solved the issue quite fast (according to the time the customer needs to perform the steps)
----------
2 weeks later.
Customer still has my direct number and calls me directly for an new problem
Told customer that he needs to call the hotline again when he has a NEW problem.
again we need to do some steps, again customer is not happy to make these steps but makes them finally after xx minutes of persuation-talk
Problem ist solved quite fast (according to the time the customer needs to perform the steps)
-----
1 week later.
Same customer calls me DIRECTLY AGAIN, once more with ANOTHER server and another problem.
same shit, different day. customer again doesnt want to make the steps i tell him.
and he finally did them after (AGAIN) talking for a long time until he accepts that these steps are pure logic.

MAAAN!!!! if youre not pleased with the way i solve your problems, why do you call me DIRECTLY all the time ? call the HOTLINE like everyone else.

Comments

[ihateemo.livejournal.com]

And that is why I never give out my work e-mail or direct line to anyone.

CALL THE HOTLINE.

:D

[lions-tambua.livejournal.com]

well.. case-ownership. we are SUPPOSED to give out our direct number and email

[jecook]

The problem, as I see it, is that somehow the customer got your direct line. I'd start faking phone troubles, or just not answering it if that's possible.

[valancy17.livejournal.com]

that sucks.

[valancy17.livejournal.com]

1. don't you have caller ID? can you find a way to not answer when he calls? :)

2. customer calls you directly because they both want to bitch about having to do the work, which you let customer do, AND get the problem solved, which you also do. customer wants and gets the best of both worlds. "I will do what you say but I don't have to be happy about it. oh, look, it worked. k, byethx."

[lions-tambua.livejournal.com]

well, normally the customers are so glad about the case-ownership that they DO contact the hotline every time they got an new issue.
additional to that, our hotline-waiting time is normally under 10 seconds. always at least 3 people available. if the time is going over ONE minute, out teamleader is going around, checking who is doing something else (like LJ-Journals writing) *G*
---------
so the customers have no REAL reason to NOT conntact the hotline when getting an new problem.
and they normally do. but you always have ONE person who doesnt, until youre on vacation ;)

[lions-tambua.livejournal.com]

exactly ;)
and i make them doing what i want *EG*

[jecook]

And therein lies the solution:

"Hi, you've reached [name] at [company] technical support. I will be on vacation from x to y. for immediate help, please call the hotline at [number]. otherwise, leave a message..."

if you can get away with it, leave that as your message.. ::snicker::

[lions-tambua.livejournal.com]

welll... i already thought about doing so ;)
but since i dont remeber all the numbers on the phone, i just handle them ;)
i have customers who call me back to an ongoing issue. Feedback waiting, etc.
try this and call me when done. and its not as bad as it sounds :) less work over all for me ;)

[ihateemo.livejournal.com]

Then the next solution (and one I have employed in similar situations_ - cold transfer to the hotline. :)

[akage.livejournal.com]

And that's why I NEVER troubleshoot if they call my direct line (due to company regs, we have to post our direct line in the corp directory).

I always tell them to call back into the main line, and then ask to be transferred to me if necessary. If they start to pitch a fit, I have a standard BS answer about us being paid by the call, and that if they don't call in through the main line, I don't get paid.

[the-s-guy.livejournal.com]

I don't suppose there's any rule about 'offering' to transfer them to the hotline every time they start to complain?

"Sir, if you're not willing to follow instructions I can only transfer you to the hotline. If you continue to waste my time I will transfer you to the hotline. If you complain about the service I am providing, I will transfer you to the hotline. If I hear anything other than 'yes, sir' from you in the next ten seconds I will transfer you to the hotline. Am I making myself perfectly clear to you?"

[lions-tambua.livejournal.com]

hehe ;) that MIGHT work yea ;)

[lions-tambua.livejournal.com]

hmmm.... its not completely true here... but... an good hint :) Thanks!

[louisville-mike.livejournal.com]

I support an industrial middleware-type product. I think some customers are secretly looking for the satisfaction that they have found some sort of bug or flaw. Solving their problem (especially if they have to perform the action) takes away their "upper hand".

I've actually had a customer ignore my suggestions of how to fix his particular issue and refuse to do them. Instead he just kept saying "But the (arcane, obscure reference in the) help file says this will work".