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We all have gotten those calls in tech support that really shouldn't have, like billing questions or support for lesser devices. I used to work doing advanced support for one of the big three, one I can't mention due to the disclosure forms I had to sign, but I can relate some of the stories I've experienced there.
Now, in ATS (Advanced Tech Support) we were supposed to deal with the PDA phones, aircards, syncing issues, and computer installation of the company software only but every now and then a customer would be dumped on us from one of the Tier One techs who either couldn't figure out what was wrong or was too lazy to do their job. We were the last ones who got the call and we had the responsibility of resolving whatever issues the customer had with the exception of cancelling an account.
So, one call came in, a relatively simple one. "I can't get on the internet with my phone." Easy enough but after being shuffled through three or four other agents before the customer got to me, he was a bit frustrated and handed his phone to his buddy to deal with me. Now this was a regular phone, nothing that could remotely be considered an advanced device. No problem, I go the extra mile and get the device on the web, get the third party email working again, and even get the picture mail unlocked and working as well. Now, we had only 11 minutes for a call regardless of the issues and I spent a good 20 or more getting everything set up for this guy. I felt pretty good getting all the issues resolved and the friend tells me the owner of the device wanted to say something to me. Sure, I think, someone who actually appreciates what a good job I did for him after all those other incompetents who just passed him down the line. So, the customer gets on the phone and what do I hear? "I just wanted to say F!@#$K YOU!" and hangs up on me. The ATS department supervisor was next to me at his desk and got to hear all this.
Nothing like being appreciated for your hard work in teaching the monkeys how to flip the switch.
Now, in ATS (Advanced Tech Support) we were supposed to deal with the PDA phones, aircards, syncing issues, and computer installation of the company software only but every now and then a customer would be dumped on us from one of the Tier One techs who either couldn't figure out what was wrong or was too lazy to do their job. We were the last ones who got the call and we had the responsibility of resolving whatever issues the customer had with the exception of cancelling an account.
So, one call came in, a relatively simple one. "I can't get on the internet with my phone." Easy enough but after being shuffled through three or four other agents before the customer got to me, he was a bit frustrated and handed his phone to his buddy to deal with me. Now this was a regular phone, nothing that could remotely be considered an advanced device. No problem, I go the extra mile and get the device on the web, get the third party email working again, and even get the picture mail unlocked and working as well. Now, we had only 11 minutes for a call regardless of the issues and I spent a good 20 or more getting everything set up for this guy. I felt pretty good getting all the issues resolved and the friend tells me the owner of the device wanted to say something to me. Sure, I think, someone who actually appreciates what a good job I did for him after all those other incompetents who just passed him down the line. So, the customer gets on the phone and what do I hear? "I just wanted to say F!@#$K YOU!" and hangs up on me. The ATS department supervisor was next to me at his desk and got to hear all this.
Nothing like being appreciated for your hard work in teaching the monkeys how to flip the switch.
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