Talon
04-02-2007, 05:17 PM
Has anyone in tech support noticed that it seems the customers who scream the loudest often have the simplest issue to fix?
Two such bloatware calls spring to mind, both from when I worked for Bingo-****. The first was a lady who didn't speak english too well. She had just started her service, but her TV was only showing in french. She rambled on and on ad nauseum about how crappy our service was because we didn't give her an instructions manual. First of all she got the package from a 3rd party retailer, and it was their responsibility to make sure the package was complete. But no that wasn't good enough for Ms. Rambler, since we let the 3rd party retailer carry our stuff it must be our fault. Second, I highly doubt she would have read the manual in any event.
Finally after a lot of theatrics, we finally get to troubleshooting. I ask her the usual questions (what do you see on the tv, what happens when you press X button, etc), and she gets steamed again. She thinks I'm wasting her time with these stupid questions, am I actually going to fix her issue? Oh no you don't, I very sternly advised her asking questions is the first step in any t-shooting. I think I actually scared her, and she actually started cooperating.
Her issue? Tv was showing french because she was on a french channel. Changed to an english channel, issue fixed. All of 30 seconds out of a 15 minute call.
But Ms. Rambler had to keep going on about unrelated crap after that. I asked her twice if she needed anything else, she just kept going. My shift was already over and I'd had enough, hung up on her in mid-ramble.
The second bloatware call was from an older gentlemen, again new to our service (joy). Again before we can get down to business he had to, in long-winded detail, complain about the last agent he spoke to who he couldn't understand, and how he was taking such a huge chance on our service, wanted someone who spoke english and sympathized with his dire plight.
His issue was a snow screen. Two button clicks to turn on his decoder box, less than 30 seconds, issue fixed. To his credit, his demeanor brightened after that. But still alot of drama for a small fix.
Anyone else notice this?
Two such bloatware calls spring to mind, both from when I worked for Bingo-****. The first was a lady who didn't speak english too well. She had just started her service, but her TV was only showing in french. She rambled on and on ad nauseum about how crappy our service was because we didn't give her an instructions manual. First of all she got the package from a 3rd party retailer, and it was their responsibility to make sure the package was complete. But no that wasn't good enough for Ms. Rambler, since we let the 3rd party retailer carry our stuff it must be our fault. Second, I highly doubt she would have read the manual in any event.
Finally after a lot of theatrics, we finally get to troubleshooting. I ask her the usual questions (what do you see on the tv, what happens when you press X button, etc), and she gets steamed again. She thinks I'm wasting her time with these stupid questions, am I actually going to fix her issue? Oh no you don't, I very sternly advised her asking questions is the first step in any t-shooting. I think I actually scared her, and she actually started cooperating.
Her issue? Tv was showing french because she was on a french channel. Changed to an english channel, issue fixed. All of 30 seconds out of a 15 minute call.
But Ms. Rambler had to keep going on about unrelated crap after that. I asked her twice if she needed anything else, she just kept going. My shift was already over and I'd had enough, hung up on her in mid-ramble.
The second bloatware call was from an older gentlemen, again new to our service (joy). Again before we can get down to business he had to, in long-winded detail, complain about the last agent he spoke to who he couldn't understand, and how he was taking such a huge chance on our service, wanted someone who spoke english and sympathized with his dire plight.
His issue was a snow screen. Two button clicks to turn on his decoder box, less than 30 seconds, issue fixed. To his credit, his demeanor brightened after that. But still alot of drama for a small fix.
Anyone else notice this?