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Monday, August 06, 2007
No. You don't.
You don't have the most current version. Why do you say that if you don't really know?
Ok, so today... today I'm talking to a customer. It's way too early in the morning. I have a headache and the customer didn't help. So I ask him: "What version of -this product- do you have on your system?"
He answers, "I have the latest version. Version 5.0.5.366...." Then he proceeds to talk and talk and talk. It takes him 5 minutes to pause long enough for me to say anything. Come on!
So finally, I can say something, but it's not important right now to tell him that he's an idiot and has like, 4 versions back. No sir. You do not have the most current version. Not by a long shot.
The worst part about this is that this is a common issue. Many many people do exactly the same thing. I can't believe they have the gall to call and not have the information they need ready. Or in the very least, be willing to say they don't know.
I much prefer to hear..."I don't know" and have the customer be willing and ready to find out then the "I have the latest version..." while not actually knowing they do for sure, without even knowing what version they actually have!!
Labels: call centers, calling, calling back, listen, listening, phone, phone support, question, questions, support, tech, technical, technical support, wrong product
posted by Reine at 6:22 AM
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Thursday, June 28, 2007
'Eh sonny??
Hi! Sorry it's been awhile. I haven't been here for some time because I've been a little busy. I'm working on a book, and have been making some mini-movies, and of course I have multiple blogs that I log to regularly. So here it is.
Today's advice is:
...you need listening skills. When you call support be prepared to listen. Not just talk. On every call I verify what product the person is calling about, because I support six different products, and there are many more that my company makes. Sometimes the customer isn't paying attention and answers me without thinking, which means that they get 5-10 minutes of each of us not understanding what the other is talking about.
Here's an example:
I say: "Thank you for calling FunCompany my name is Reine. Can I get your name please? "
Customer answers: "Joe Bob"
I say: "Can you tell me what company you're calling from?"
Customer answers: "FunCompany Software for my PC"
I say: "Yes, I understand that you need support for the FunCompany software, but what company do you work for? I need that information for verification..."
Customer answers: "OH! You mean MY company... I'm calling on behalf of ID10T company."
I say: "Thank you. I'm showing here that you are calling about the FunCompany Jumping Bean Software, is that correct?"
Customer answers: "Yes."
I say: "Ok, how can I help you with that?"
Customer answers: "Well, my Magic beans aren't growing a beanstalk."
I say: "Well, our jumping beans don't grow beanstalks."
Customer says: "Well, I bought this FunCompany product and it's not growing beanstalks. I know its supposed to grow beanstalks. I even put it in dirt."
I say: "Are you calling about the FunCompany Jack n' The Beanstalk Software?"
Customer says: "Yeah, that's the product I need help with."
I say: "Well, then you're on the wrong line. Let me transfer you to the FunCompany Jack n' The Beanstalk Software support queue."
........End.
Ok, so that's the end of my example. See what I mean? Had he listened to begin with he would have saved himself alot of time and aggrivation.
Labels: call centers, calling, instructions, listen, listening, phone support, question, questions, tech, technical, technical support, wrong product
posted by Reine at 10:34 AM
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Tuesday, April 17, 2007
Guilt Trip
So, I understand, my program doesn't do exactly what you want it to because your environment is screwy. Your car wouldn't be happy if you drove it on roads made of nails or tacks or broken glass. Why does it bother you then if other things don't work with every situation?
Just because you have to be different. Just because my program works with 90% of other people and it doesn't work for you. Or in this case, it doesn't work easily with your broken glass road. You make me feel guilty, you say "your program won't to this." "Your program won't do that..."
I'm sorry that the whole world doesn't revolve around you. If you don't like it, buy something else and stop threatening to, as if I can change your program. If you want to leave feedback with the company; if you take 5 little minutes out of your day to tell someone who can do something, then maybe it might happen for you. Telling the technician won't do you any damn good. Stop trying to make me feel guilty for your bad purchase.
Labels: guilt, phone support, support, tech, technical, technical support, wrong product
posted by Reine at 6:22 AM
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Previous Posts
- Whoa there buddy!
- Stating the Obvious
- Repeating myself again.
- How to: IIS (restarting)
- I recommend that you hang up now.
- No Troubleshoot - No Complaint.
- Bomp!
- It's about time!
- Kids.
- Asking for something you already have.
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I do accept money to blog about certain products, websites and services. However, they will not always be marked as such. I have some reasons for this: First-if I wouldn't purchase, use or try a product or service; I won't write about it. Second-if I don't have a personal experience to share about the product, relative to a friend or family member who have or might use the product...I won't blog about it. Third, just because I talk about a product or place a link in a blog post--it doesn't mean that it was a paid post. There are times that a link is just relevant or fun to add!! And finally, all stories, experiences or problems that are blogged about, are true. The names may have been changed (to protect the innocent). At times some friendly exaggeration may be used, but really, if you read it here--it probably happened!! So yes, you will find product placement on my blog, but, you will get an honest review regardless of the amount received. If you have any questions or concerns, feel free to place a comment or two or ten!! (I <3 Comments!) Thanks!!
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