Tuesday, February 13, 2007
Cream of the crop
I used to believe that common sense was something that was ingrained into each and every one of us. Boy was I ever wrong. Every day brings a new counterexample.
A customer called in because his high speed wasn't connecting. Sounds like a typical description of a problem we'd get. There is, however, one catch. We don't offer a high speed service. After explaining to the customer that he no longer has service with us and that he should contact his high speed provider, I sent him on his way.
I can understand that when someone has just recently switched services, if any difficulties arise, they will just call the phone number on a post-it note nearby that says "Technical Support". Simple mistake. Now what makes this customer "special" is that he stopped using our service a year and a half ago to switch to high speed.
He called back the next day because his e-mail wasn't working...
A customer called in because his high speed wasn't connecting. Sounds like a typical description of a problem we'd get. There is, however, one catch. We don't offer a high speed service. After explaining to the customer that he no longer has service with us and that he should contact his high speed provider, I sent him on his way.
I can understand that when someone has just recently switched services, if any difficulties arise, they will just call the phone number on a post-it note nearby that says "Technical Support". Simple mistake. Now what makes this customer "special" is that he stopped using our service a year and a half ago to switch to high speed.
He called back the next day because his e-mail wasn't working...
# posted by Stéphane @ 2:21 PM 
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Ha, yeah, I remember getting that kind of thing. It's a pretty straightforward answer when you don't even offer the service that they're having a problem with. To me, that's a variant on "can you help me with my printer?" and other similar calls.
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