Armed Polite Society
Main Forums => The Roundtable => Topic started by: Brad Johnson on July 25, 2016, 03:02:39 PM
-
By email, of course.
You really have to question people's grasp of customer service when it allows for email to be Telephone Systems Customer Support's only means of contact.
*rant off*
Brad
-
By email, of course.
You really have to question people's grasp of customer service when it allows for email to be Telephone Systems Customer Support's only means of contact.
Clear time stamped audit trail. ;)
Though honestly, I prefer web chat for dealing with tech support. I like being able to not have a handset pressed against my head for three hours while I follow a script following Indian dude who ignores the actual diagnosis that I provided within the first thirty seconds of the conversation. Such as we've lost two hard drives and are one drive away from having to rebuild a LUN. I absolutely hate and abhor trying to CALL anyone for customer service. There's a handful of companies that don't suck (USAA), but the overwhelming majority go straight to a script reading Indian dude who cannot deviate from the script. You'd think they were holding guns on his family.
People learn to read and write much quicker than speaking. If I'm forced to deal with crap tech support, I at least need to understand what they're saying and that rarely happens with phone calls.
-
Clear time stamped audit trail.
And copy/paste.
When I worked support, I hated having to spell out a long series of commands, or read off huge lists of numbers. Even worse is the customer who won't be interrupted until they've read the entire ginormous error popup that you'd recognized in the first three words. Of course, with chat or email, they send an uncompressed TIFF screenshot at a resolution roughly equivalent to all of Google Earth.
-
Clear time stamped audit trail. ;)
Though honestly, I prefer web chat for dealing with tech support. I like being able to not have a handset pressed against my head for three hours while I follow a script following Indian dude who ignores the actual diagnosis that I provided within the first thirty seconds of the conversation. Such as we've lost two hard drives and are one drive away from having to rebuild a LUN. I absolutely hate and abhor trying to CALL anyone for customer service. There's a handful of companies that don't suck (USAA), but the overwhelming majority go straight to a script reading Indian dude who cannot deviate from the script. You'd think they were holding guns on his family.
People learn to read and write much quicker than speaking. If I'm forced to deal with crap tech support, I at least need to understand what they're saying and that rarely happens with phone calls.
Yes, all this. Even if you don't get the overseas call center the amount of time you can waste getting transferred and repeating yourself is painful.
-
The one I love is when I call to report that my DSL Internet service is down, and the recording tells me to use their web site to report problems ...