Things I hate about tech support
-Lousy Tech Support
Most problems DO NOT follow a script. Your computer is not all knowing and neither are you. Sometimes the caller actually has a clue about what they’re doing
-Communocation problems
Plese, Don’t outsource your customer service to a country with heavy accents. I don’t have anything aginst India, or any of those other cuontries… but please… communocation is key to getting help
-Bad connections
Make sure that the connections to your phone system are static free. Accents are hard enough to decipher
-Confusing Phone Systems
You Can’t predict every situation that the customer is calling about. a Selection you rarely see on a Touch-Tone system is “Presales Question”.
-Red Tape
Don’t force people to enter a serial number, Case number or anything like that before they can talk to a human being. This is veary frustrating
- Pointless responses:
Caller: “Hi I have an availiblity question about *service*. Your Website could not tell me wheather it was availible to me or not”
Tech Support: “Yes. This is a common issue… You must go to our website and use the availiblility checker there”
Caller: “Umm… I just told you that it didn’t work”
Tech Support: “Yes. Well. I will look it up for you. What is your address please”
Caller: “*Address*”
Tech support: “Just one moment”
*Hold Music*
Tech Support: “I apolgise, but I do not have that information availible to me at this time, please call *number*”
Caller: “Thats the number I’m calling now”
Tech support: “Yes. Have a nice day *click*”
Who’s with me?
-jX