Saturday, March 6. 2010
Amazed over my internet service provider!
snicker You sound like the nightmare of every call center agent. ;D
I’ve had my share of people going “I PAID SO MUCH FOR THIS AND I EXPECT YOU TO SOLVE MY ISSUE ELSE I TAKE MY BUSINESS ELSEWHERE!!”
Truth is we are very limited in what we can do. We are not trained to give tech support and we are not in a position to send people out to look at your problem either. All we can do is refer you to the department who can actually assist with your queries. People fail to understand that one single department does not cater for all your needs, and yes, sometimes you will be referred to someone else.
This doesn’t mean we don’t care, we simply can’t help and rather than waste your time (and ours), we prefer to point you to the right people who can actually assist.
As for that email address you had to write to, did you get an autoreply or something that actually confirms they received your message? We use that system, at least customers know that way that their message went through, and we will be handling it within two business days, for instance.
Either way, glad things worked out or you! Sounds like that employee was a real star. 
I actually am every call center’s nightmare if I believe that a company in general can do more. The biggest problem I had was to get passed the call center agent. In their arrogance one of them literally told me that I couldn’t get pass them. A statement like that fires my challenge.
I am not the type of guy that would threaten with “i would take my business elsewhere”. My standard lines are: “What would you do if you’d be in my situation?” and “And what CAN you do for me, rather than telling what you CAN’T do?”. Those questions usually corner the person involved, because my quest for help then becomes personal.
Unfortunately the helpdesk of my ISP doesn’t refer to other departments directly nor is it possible to contact them. All I have is the helpdesk. The mail went through alright… they didn’t reply in two business days, which was my trigger to contact them again. I’d like to believe that I am a nice guy… but I can only take so much.
Heheh, since we are very limited in what we can do, we would never say that you can’t get past us! On the contrary, people seem to have more problems with us asking them to contact someone else for assistance with their problem.
Luckily in most of the cases we can help out with a temporary solution so at least customers can keep on working while the permanent solution is arranged. But then again the type of work we do is different, so the question you posed, ““What would you do if you’d be in my situation?” is harder to apply in the type of job we do. Since we are a third party company doing services for a bigger company, most of the time we have to refer people to this big company to have their problem sorted out, and they are the ones who have to deal with the issue in question.
But so far we have had more satisfied customers than angry ones. Every now and then we have a really sweet person telling us how we made their day and how they want to talk to our managers to say what great employees we are. People like that certainly brighten up our day and make us go the extra mile!
I think the employee you talked to might be feeling the same way.
Well I see Avatar did not do well at the Oscars. Actors are not going to vote themselves out of business. I like Jeff Bridges althought with the beard I thought he was Tommy Lee jONES. aNOTHER ACTOR I like who is from the south. Today Dad had a ballgame so I had to pick up Scott. Pizz a Hut had a special for Dover Glen residents, a large pepperoni or cheese pizza, breadsticks and 2 liter drink. So since I was out driving anyway I got it. Scott ate the breadsticks before you could say “Jack Spratt could eat no fat. His wife could eat no lean. And so between the two of them they licked the platter clean. Take care. Love Mom
