I just can't win :-(

On Dec 1, 2016 8:39 PM, "Brandon Yuchasz" <li...@gogebicrange.net> wrote:

> I expected more Sarcasm. But thanks for the reply anyway. We are small
> still by most standards and I still go on every install so generally
> customers feel they know me a little. That relationship is of course a good
> thing.  Some texts of course I don’t mind  like “ hey the internet has been
> dropping off today but comes back” it’s the shitty attitudes that they
> would never give me in a phone call that generally piss me off..
>
> *From:* Af [mailto:af-boun...@afmug.com] *On Behalf Of *That One Guy
> /sarcasm
> *Sent:* Thursday, December 01, 2016 8:31 PM
> *To:* af@afmug.com
> *Subject:* Re: [AFMUG] Customers texting cell phones "hey my internet
> isn; t working"
>
>
>
> We call into the office and call the customers from there DID or something
> to avoid it. But it happens.
>
> When a customer has my cell, ive given it to them on occasion for
> troubleshooting and most of my contract service have my work and personal.
>
> As long as they dont abuse it, I handle their business (facebook is
> becoming popular for customers to contact me, which is odd because my face
> book is private and highly offensive)
>
> Once they abuse it, they get a couple "call the office"s then they get
> ignored.
>
> Like right now there is a voicemail from a contract services customer i
> haven't even listened to from two days ago.
>
>
>
> I do prefer all communications voice or digital go through work channels,
> or phones are recorded and all the digital stuff is logged on company owned
> assets. Better in the long term for liability.
>
>
>
> On Thu, Dec 1, 2016 at 8:25 PM, Jim Bouse [Brazos WiFi] <
> j...@brazoswifi.com> wrote:
>
> I respond with “The support number is: 979-985-5912 <(979)%20985-5912>”
>
>
>
> Short and sweet (maybe not sweet).  Often, I am on call in the evenings so
> I end up answering the support call but It is customer training.  I don’t
> want people calling/texting my personal cellphone and then getting pissed
> off that I don’t respond in a timely manner (vacation or whatnot) when I
> have paid support staff at the office.  Additionally, if they call my
> cellphone, I tell them the same thing.  The sales and support number is:
> X.  I will be happy to help you there.
>
>
>
> We record 100% of the business calls due to some he-said/she-said
> incidents.  I don’t talk business on the personal cellphone unless the call
> is routed through the PBX.
>
>
>
> Jim Bouse
>
> Owner
>
> Mobile IT Pro - Brazos WiFi
>
> 979-985-5912 <(979)%20985-5912>
>
> j...@brazoswifi.com
>
>
>
> *From:* Af [mailto:af-boun...@afmug.com] *On Behalf Of *Brandon Yuchasz
> *Sent:* Thursday, December 01, 2016 8:19 PM
> *To:* af@afmug.com
> *Subject:* [AFMUG] Customers texting cell phones "hey my internet isn; t
> working"
>
>
>
> Wondering if anyone else has dealt with this and if so what they used as a
> solution.
>
>
>
> I am getting more and more texts from customers as time goes on. They get
> my cell phone number at some point when I call them or from a friend or who
> knows but they hold onto it.
>
> Instead of emailing the tech support or calling in they send me a text to
> my cell phone.  “hey my internet isn’t working” . I don’t know who the hell
> they are of course since its just some random number with no context. So
> Then I am faced with ignoring the text or replying. “ I’m sorry but I don’t
> know who this is from can you please give me additional information. “
>
> Text back and forth over the next 15 minutes reveal they have the wireless
> turned off on their computer or the router took a shit or they are off
> line. Regardless it’s annoying, I have considered asking them not to text
> my cell phone and instead call or email but half the time they are still
> going to get me. That’s not ideal. Please don’t text my cell phone instead
> use our online contact option or call us at…. 5 minutes later I get a call
> that forwards to my cell phone not ideal.  although that is changing and
> hopefully in the next 6 months I won’t be doing any tech support calls
> anymore.
>
>
>
> How do you guys deal with this from a company standpoint.
>
>
>
> Just so everyone realizes it… this is at least 65% rant so sarcasm and
> honest real feedback are both welcome.
>
>
>
>
>
>
>
> --
>
> If you only see yourself as part of the team but you don't see your team
> as part of yourself you have already failed as part of the team.
>

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