While on this, I won't say where I work, but I will say I work for a wireless provider.
That said, I have a few rules that will make your time spent with me much easier.
1. When I ask for your name, it means I want YOUR name, not your mother's, brother's, friend's, cousin's, boyfriend's, boss's, teacher's, dog's, pastor's, therapist's name. YOUR name. If you are Bob, don't tell me your name is Sarah. And yes, I do need your last name, because I don't know if you are Tom Smith, Tom Baker, or Tom Johnson.
2. Don't give more information than I ask you for. I don't need your life story. While I'm happy to be understanding about whatever distress you might be having, I have a reason for the questions I'm asking you.
3. When we ask you what your number is, don't ask "you mean the one I'm calling from?" Think. If you are on your next door neighbor's cell phone, or another family members phone, how is knowing his or her number going to help us fix YOUR phone that is having problems?
4. Don't give vague answers like "it's not working" or "it's broke." That tells me nothing.
5. Don't lie about the steps you've taken, especially if you are calling back in. Calls are documented for a reason.
6. Don't call back in for a different answer than the last one given you. The answer is the same 99% of the time.
7. If we give you steps to fix your problem, don't think we got it wrong. Don't say, "I don't think that's it." You are not the expert. Can show me your I.T. certifications and/or degrees in MY field? No? Okay then, let me do my job.
8. When I ask you a question that requires a Yes or No answer... that's what I want. Yes or No. If I want you to elaborate, I'll ask.
9. Since we are troubleshooting your wireless device, if you have a 2nd phone, call from it first. If you absolutely need us to call you back on your alternate line, we will, but don't ask if we need the number. This isn't the psychic friends network.
10. If you are calling from the device having the problem, don't assume we can fix it - that's like asking your mechanic to fix your brakes and transmission while you are driving the car.
11. Two or Three steps that you have to do on your own is NOT complicated. It may be annoying, but that doesn't define complexity.
12. If we don't make it, don't assume we support/ or are able to fix it. If we have to send you elsewhere, don't argue the point.
13. Don't ask the obvious. If it says click "next" to continue, don't ask me if you need to click next. It should be clear that if you don't hit "next" you won't be getting anywhere. And yes, you don't have to ask me at each and every step... take the step that actually makes sense.
14. Don't talk down to me just because you can't see my face. I am a human being too, and I deserve to be treated like one. I can assure you however, if you call in often enough, you will be put on "the list." This list actaully resides with our legal department, and yes, there are steps that will be taken where if you wish to remain our customer, you can write to us for support.
15. Don't get into conversations with other people in the background. I'm giving you my time, give me yours.
16. Don't ask "are you there?" if you get 3 seconds of silence. I'm here, and it's annoying to be asked that every other moment.
17. Don't curse on the phone. I'm expected to remain civil and professional, so you can afford to meet me halfway on that.
18. Don't use "The customer is always right" with me. You can tell me that trees run with blood in them, the moon is made of gouda and JFK was killed by aliens - but that doesn't require me to agree with you. Yes, you do have the right to be heard, but you do not have the right to be disrespectful.
19. Don't call when you only have 2 minutes to spare. I'm sorry, but don't think we can simply fix your issue if you are calling just to "check." We don't have magic wands.
20. Take the steps to fix the issue. Yes, the steps may mean you will lose information. No, we aren't doing that to you on purpose. Yes, if we could save your information, we would. I'm sorry, that's life.
That said, I have a few rules that will make your time spent with me much easier.
1. When I ask for your name, it means I want YOUR name, not your mother's, brother's, friend's, cousin's, boyfriend's, boss's, teacher's, dog's, pastor's, therapist's name. YOUR name. If you are Bob, don't tell me your name is Sarah. And yes, I do need your last name, because I don't know if you are Tom Smith, Tom Baker, or Tom Johnson.
2. Don't give more information than I ask you for. I don't need your life story. While I'm happy to be understanding about whatever distress you might be having, I have a reason for the questions I'm asking you.
3. When we ask you what your number is, don't ask "you mean the one I'm calling from?" Think. If you are on your next door neighbor's cell phone, or another family members phone, how is knowing his or her number going to help us fix YOUR phone that is having problems?
4. Don't give vague answers like "it's not working" or "it's broke." That tells me nothing.
5. Don't lie about the steps you've taken, especially if you are calling back in. Calls are documented for a reason.
6. Don't call back in for a different answer than the last one given you. The answer is the same 99% of the time.
7. If we give you steps to fix your problem, don't think we got it wrong. Don't say, "I don't think that's it." You are not the expert. Can show me your I.T. certifications and/or degrees in MY field? No? Okay then, let me do my job.
8. When I ask you a question that requires a Yes or No answer... that's what I want. Yes or No. If I want you to elaborate, I'll ask.
9. Since we are troubleshooting your wireless device, if you have a 2nd phone, call from it first. If you absolutely need us to call you back on your alternate line, we will, but don't ask if we need the number. This isn't the psychic friends network.
10. If you are calling from the device having the problem, don't assume we can fix it - that's like asking your mechanic to fix your brakes and transmission while you are driving the car.
11. Two or Three steps that you have to do on your own is NOT complicated. It may be annoying, but that doesn't define complexity.
12. If we don't make it, don't assume we support/ or are able to fix it. If we have to send you elsewhere, don't argue the point.
13. Don't ask the obvious. If it says click "next" to continue, don't ask me if you need to click next. It should be clear that if you don't hit "next" you won't be getting anywhere. And yes, you don't have to ask me at each and every step... take the step that actually makes sense.
14. Don't talk down to me just because you can't see my face. I am a human being too, and I deserve to be treated like one. I can assure you however, if you call in often enough, you will be put on "the list." This list actaully resides with our legal department, and yes, there are steps that will be taken where if you wish to remain our customer, you can write to us for support.
15. Don't get into conversations with other people in the background. I'm giving you my time, give me yours.
16. Don't ask "are you there?" if you get 3 seconds of silence. I'm here, and it's annoying to be asked that every other moment.
17. Don't curse on the phone. I'm expected to remain civil and professional, so you can afford to meet me halfway on that.
18. Don't use "The customer is always right" with me. You can tell me that trees run with blood in them, the moon is made of gouda and JFK was killed by aliens - but that doesn't require me to agree with you. Yes, you do have the right to be heard, but you do not have the right to be disrespectful.
19. Don't call when you only have 2 minutes to spare. I'm sorry, but don't think we can simply fix your issue if you are calling just to "check." We don't have magic wands.
20. Take the steps to fix the issue. Yes, the steps may mean you will lose information. No, we aren't doing that to you on purpose. Yes, if we could save your information, we would. I'm sorry, that's life.
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