Is it just me, or is the bulk of the companies these days committing pr suicide? What, they think just because Microsoft gets away with it, everyone else can?
Re: Missing a couple of points
> Agreed. Still, that doesn't excuse a
> technician, support rep, etc from
> blindly assuming
> that a problem is a customer's fault
> so much as trying to verify the
> complaint or
> request more information from the
> IMHO thats as ALMOST as bad as the
> user that
> refuses to give you all the details.
But, as you should know, when the customer tries to avoid a question, it almost always means they are hiding something. Perfect example from a few weeks ago. Customer wouldn't tell me what has been done with his laptop around the time it stopped working. We later find out after forcing his hand that he dropped it.
Good tech support people try to get as much information from people as possible before telling them what is wrong. Its not their fault if the customer refuses to mention that he dropped the laptop, insists that he is connected to the inernet when he isn't, etc. Not being in front of the system that is having problems makes it a requirement that we rely on the customer to tell us what is going on. Most times, what the customer says is going on isn't what truely is.
Just because a customer pays for service doesn't mean they are entitled to attacking and abusing the support people. In the past, at another ISP I worked, we were forced to get rid of several customers due to their abusive habits towards the staff (including one who striked a women I was working with when we went onsite to help them). Unfortunately, they will just move on to abusing some other rep somewhere else and there isn't much that can be done about it.
I know my complaints dont mean much, but I know alot of people out there feel the same way that I do. Maybe, just maybe someday someone who _can_ do something about it will read this and act on it.