At 8:59 AM -0500 12/31/05, Dave B wrote:
Oh yeah! I'm located in southern Ontario (the Canadian version) and
I do a lot of tech support for the 2 local MUG's. My dealings with
the local cable and DSL providers have resulted in amazing levels of
patience and persistence!
When I get the tier 1 weenies on the phone, I speak slowly and give
them the answers to their next question before they ask it. If they
try to play games, I bark at them immediately and demand that they
get back to the program or transfer me to their supervisor. I tell
them what the symptoms are, what I've done, and what I want them to
do. When they ask me to do things that I've already done or that
don't need to be done, I say no and ask then to move on.
99% of the time I'm working with a router so the Mac or other
computers are not a factor anyways. And it is also the router that
they blame and want removed, then they try to sell me their router.
A polite 'Thanks, but no thanks.' is all they get.
If you know what you are doing, hold your ground! If you don't,
learn or get someone who does!
One thing I find useful when dealing with tech support is to do all
the things they are going to suggest and note them down. When most
of their questions are answered by "I did that" it lets them know
that they are not dealing with the usual schmuck. I also dazzle them
with brilliance AND baffle them with BS which in a few cases has
resulted in my getting handed off to tier 2 right away.
Then again you can always get the tier one person who thinks they
should be tier 2 and won't let you go no matter what. Or the tier
one who knows so little you might as well be speak Klingon to them
(actually that might work better).
--
Clark Martin
Redwood City, CA, USA
Macintosh / Internet Consulting
"I'm a designated driver on the Information Super Highway"
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