Tweet
Got this SC around around 2 weeks ago, but I forgot to post it because I've had other things on my mind.
Anyway....
To be honest he wasn't an SC when I talked to him. His problem was that when he went to open up Office, he said that it opened up to just a picture of the product key.
I thought that was odd, so I did a remote login, and saw the "problem." The store installed Office for him which was okay in itself, and they saved the product key as a jpeg file on the desktop, which clearly said "Office Product Key." However, they didn't place desktop shortcuts for the Office apps on the desktop. Customer kept clicking on the jpeg file because he thought that's the icon he needed to click on to open Office, and obviously it didn't work.
I told him the reason why it wasn't working was because he was clicking on the picture of the product key the store saved instead of the apps, and I found the apps in the start menu and created desktop shortcuts for him, and moved the jpeg file to the documents folder. Office worked, customer sounded happy, problem solved, end of call....
So a couple of days later I checked my customer surveys and this SC gave me a 2 with no comments explaining why.
I disputed it, and because this SC was listed as a "top customer" in our database it triggered the retention dept to call him....
Retention reps document the call as a conversation, and this is what he said:
SC: I just want you to know I've been using computers for years and years, I know the difference between a picture file and an icon to open Office!
RR: Well he did fix the problem sir....
SC: He did, and he wasn't rude, but he treated me like some sort of dummie! I'll admit that I should have looked in the start menu, but because I saw "Office" in the title I thought that's what you needed to click on to open Office. Your agent should have put the apps on the desktop and left it at that, not give me a lecture like I was a simpleton! And he felt the need to "hide" the picture icon in the documents folder like a mother tries to hide the cookie jar from her 5 year old son. Come on, now!
RR: Well honestly sir I'm sorry you feel that way but I'm sure the agent didn't mean to come off that way and he did fix your problem....
SC: So there's nothing you could do? You have an agent who clearly thinks that every end user is computer stupid. There has to be something you can do to make up for how he treated me.
This is what got me really pissed off....
RR: (after placing him on hold) Well sir, as a token of our apologies for the inconvenience please accept our offer for a $25 gift card.
SC: Thanks, that helps a lot. Have a good day - and tell (Me) that not everyone who calls in is a first time user.
So I get to solve the issue, and the customer bitches and moans and gets a gift card. Grrrr....
Anyway....
To be honest he wasn't an SC when I talked to him. His problem was that when he went to open up Office, he said that it opened up to just a picture of the product key.
I thought that was odd, so I did a remote login, and saw the "problem." The store installed Office for him which was okay in itself, and they saved the product key as a jpeg file on the desktop, which clearly said "Office Product Key." However, they didn't place desktop shortcuts for the Office apps on the desktop. Customer kept clicking on the jpeg file because he thought that's the icon he needed to click on to open Office, and obviously it didn't work.
I told him the reason why it wasn't working was because he was clicking on the picture of the product key the store saved instead of the apps, and I found the apps in the start menu and created desktop shortcuts for him, and moved the jpeg file to the documents folder. Office worked, customer sounded happy, problem solved, end of call....So a couple of days later I checked my customer surveys and this SC gave me a 2 with no comments explaining why.
I disputed it, and because this SC was listed as a "top customer" in our database it triggered the retention dept to call him....Retention reps document the call as a conversation, and this is what he said:
SC: I just want you to know I've been using computers for years and years, I know the difference between a picture file and an icon to open Office!
RR: Well he did fix the problem sir....
SC: He did, and he wasn't rude, but he treated me like some sort of dummie! I'll admit that I should have looked in the start menu, but because I saw "Office" in the title I thought that's what you needed to click on to open Office. Your agent should have put the apps on the desktop and left it at that, not give me a lecture like I was a simpleton! And he felt the need to "hide" the picture icon in the documents folder like a mother tries to hide the cookie jar from her 5 year old son. Come on, now!
RR: Well honestly sir I'm sorry you feel that way but I'm sure the agent didn't mean to come off that way and he did fix your problem....
SC: So there's nothing you could do? You have an agent who clearly thinks that every end user is computer stupid. There has to be something you can do to make up for how he treated me.
This is what got me really pissed off....
RR: (after placing him on hold) Well sir, as a token of our apologies for the inconvenience please accept our offer for a $25 gift card.
SC: Thanks, that helps a lot. Have a good day - and tell (Me) that not everyone who calls in is a first time user.
So I get to solve the issue, and the customer bitches and moans and gets a gift card. Grrrr....
At least you didn't get 're-trained' or docked in some way because of it.
Comment