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...
Thursday, January 11, 2007
How is this helping anyone?
Caller: "Yeah, I'm in Quebec, but my brother in your area isn't able to connect."
Me: "OK, do you know what kind of trouble he's having?"
Caller: "Some kind of message keeps coming up on his screen?"
Me: "Do you know what kind of message it is?"
Caller: "No, I'm not sure. I'm in Quebec."
Me: "Do you know if it's an error message, a notice about the acount, a program crashing, anything like that?"
Caller: "I'm not sure."
Me: "OK... is your brother able to call us?"
Caller: "Yeah. I'll ask him to give you a call."
Good plan. Maybe then we can get something done other than waste time!
Me: "OK, do you know what kind of trouble he's having?"
Caller: "Some kind of message keeps coming up on his screen?"
Me: "Do you know what kind of message it is?"
Caller: "No, I'm not sure. I'm in Quebec."
Me: "Do you know if it's an error message, a notice about the acount, a program crashing, anything like that?"
Caller: "I'm not sure."
Me: "OK... is your brother able to call us?"
Caller: "Yeah. I'll ask him to give you a call."
Good plan. Maybe then we can get something done other than waste time!
