Joe Zeff wrote:
On Tue, 13 Jul 2010 12:44:36 -0400, Paul B. Gallagher wrote:
But what I've always wondered is, how do those people not get
fired?
Two reasons, probably. First, we had a database of possible
solutions for various issues; as most of them had multiple
suggestions, there was a good chance that a support-monkey would pick
a wrong one at random, as they didn't know enough to tell which one
was probably right. And, of course, when (not if) it didn't work,
they could say, "But I followed the walk-through!"
OK, so they're robots, they don't learn?
The second reason was that their leads often knew little if anything
more than they did, being more manager than tech.
Even a manager ;-) can see who's resolving issues faster and more often
and who's just pissing off the customers. What about that "calls may be
recorded" nonsense? I've always assumed that was a big lie but they had
to say it to reassure the customers.
I once spoke to a caller who was on his fifth call for the same
issue. The first tech had decided to remove and replace Dial-Up
Networking, which IMAO wasn't indicated. When it didn't work, the
next three "techs" he spoke to clearly were suffering from The
Bullwinkle Syndrome: "This time, for *sure!*"
"The definition of insanity..."
When I get in one of those infinite loops, I always try to get the issue
escalated; eventually I'll get to someone competent. But this kind of
system always affects my attitude toward the company and my judgment of
their competence. The one that's 100% sure to tell me they're a bunch of
&^%$*&% liars and incompetents is when I'm on hold for a half-hour
listening to them repeat over and over again, "your call is important to
us..."
Instead, I Did The Right Thing: I went over their configuration and
corrected several errors in it, after which everything worked. The
funny thing is, we were judged, largely, on the average call- time
and my way was much faster.
I've even written a short book on my experiences:
<http://www.xlibris.com/FearandLoathinginTechSupport.html>
Interesting stuff, but since we're off-topic, someone is bound to tell
us to take it private, so let's end here. Thanks.
--
War doesn't determine who's right, just who's left.
--
Paul B. Gallagher
_______________________________________________
support-seamonkey mailing list
[email protected]
https://lists.mozilla.org/listinfo/support-seamonkey
