I think part of the problem is that there is an assumption that the problem is always at the customers end, and not the providers, even after going through the checklist. I had an issue with Outlook Express not running with a limited user last year. After working with Compaq's customer support over several weeks, reinstalling the operating system a few times, I finally reached a tech who saw real problem and sent out new XP installation disks, which resolved it. The first tech couldn't comprehend that the original installation disks were defective, even after I suggested that possibility. Perhaps if the customer service training included having an open mind when listening to the customer...
In the meantime, it's great that you're following up on this to try and make sure that it's done better for all customers in the future. You can't stop equipment from breaking down, but you can change the customer experience when things do go wrong and they call in for help. Good luck. Just my 2 cents Richard P On Thu, Sep 10, 2009 at 12:43 AM, Eric S. Sande <[email protected]> wrote: > > I discussed my experience with my team today, as an object lesson > in how to do it wrong. We just don't operate that way. Granted the > people I called didn't know who I was or would have cared if they > did, but the bottom line is that I was a customer with a problem. > > Yes, my problem was fixed, but the methodology and the presentation > absolutely sucked. That would not happen in my shop. I should not > have to travel to India, then run around Robin Hood's barn whilst > being misinformed about a problem that I was completely capable > of technically understanding. > > That is freaking unacceptable. It should not be necessary for me to > escalate to supervision to fix a Verizon glitch. Which I did not do > because it is more important to me to understand what the typical > experience is like than to fix the problem immediately, which I could > have done at any time--because I have connections. > > But most people don't. I know that it is torture for senior citizens > to navigate phone menus, which is why I'm my mother's tech support. > > We don't do a good job in this area, you pretty much have to know > an insider to get satisfaction. That didn't use to be the case. You > once could call one number and the first thing you'd hear was a > friendly voice speaking your brand of English, maybe someone you > knew. Maybe not, but they'd listen, and if they couldn't solve the > problem right there they'd find someone who could. ************************************************************************* ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *************************************************************************
