On 2/5/04 8:36 PM, "James G "Jim" Hardwick" <[EMAIL PROTECTED]> wrote:
> To bring it back to computers...we seem to have come into an era of > low inflation and real bargains in technology, and in fact we seem to > get more and pay less all the time. But is anyone really satisfied > with the state of tech support these days, for example? Something > has to give and it's usually US. > Unfortunately tech/customer support are not revenue sources. Bob in marketing can show that the $1 million he spent last quarter on a new ad campaign increased sales by 12%. Sue in engineering can show that her new device saved the company $20 per installation. You get the idea. But if I am in customer support all I can show is that each person on my team fielded 100 calls a day with an average length of 5 minutes. The bean counter will pat the first two on the head and thank them for doing such a good job. Then he will then turn to me and tell me my costs are too high and if I reduce the average call length by 1 minute I can fire three techs. This isn't speculation, it really happened to me and after I left I watched the company I help start sink into oblivion. The bean counters don't understand that customer/tech support is the human face that customers interact with. Rant off. > > Oh, BTW, I had 3 years of HSchool Latin, 2 were under a lovely lady > named Mrs Aldridge who had a masters from Columbia and studied under > Moses Hadas, foremost Latin scholar of the last century. Now you > cannot find the mother language on the course list in many schools. Five years of Latin here. Started in 8th grade. Strange as it might sound, Latin was the catalyst of my education. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ "The past tempts us, the present confuses us, and the future frightens us...and our lives slip away, moment by moment, lost in that vast, terrible in-between." -- Centauri emperor, "The Coming of Shadows" -- G-Books is sponsored by <http://lowendmac.com/> and... Small Dog Electronics http://www.smalldog.com | Refurbished Drives | -- Check our web site for refurbished PowerBooks | & CDRWs on Sale! | Support Low End Mac <http://lowendmac.com/lists/support.html> G-Books list info: <http://lowendmac.com/lists/g-books.html> --> AOL users, remove "mailto:"; Send list messages to: <mailto:[EMAIL PROTECTED]> To unsubscribe, email: <mailto:[EMAIL PROTECTED]> For digest mode, email: <mailto:[EMAIL PROTECTED]> Subscription questions: <mailto:[EMAIL PROTECTED]> Archive: <http://www.mail-archive.com/g-books%40mail.maclaunch.com/> --------------------------------------------------------------- >The Think Different Store http://www.ThinkDifferentStore.com ---------------------------------------------------------------
