I dont do support anymore, I do network stuff, but I do escalations. I've called super angry customers, then they are fine, Ive also called icons of NZ , pretty cool. But help desks are useless as they didn't fix it in 10 seconds after I had to wait 10 minutes, thats the sad part. My broadband is down, hw long will it take to fix it? I don't know. What??? I need it, and I need it now!
From: "David Smith david.smith.14916@gmail.com [iPad]" <iPad@yahoogroups.com>
To: iPad@yahoogroups.com
Sent: Thursday, 11 June 2015 5:19 PM
Subject: Re: [iPad] Re: Interesting Apple service story
I think you are a saint. Or soon will be, unless they move you to the asylum first :o)
On 6/11/2015 12:49 AM, Kris Murray krismurray@gmail.com [iPad] wrote:
I've helped many people take off airplane mode and they call in screaming that the towers must be down cuz they are missing calls. Or my ringer us broke. Oh. Oops the mute is on. Yea. That happens. Along with. The dreaded. What is a data? How does one go over on this data Kay Bee or Gee Bee thing? Are those counting against my minutes?😒
~KLM\\ "Antisocial behavior is a trait of intelligence in a world full of conformists" ~Nikola Tesla //
On Jun 10, 2015, at 6:09 PM, David Smith david.smith.14916@gmail.com [iPad] <iPad@yahoogroups.com> wrote:
Yes, there seems to be a tendency to box in people who deal directly with the public at a low level. They know little and have little room to move. "Have you unplugged your modem?" "I understand that you are unable to get your Flubber to turn on and I will be happy to help you." The trick, I suppose, is to learn to quickly get past them. They're usually nice people, but they're essentially obstacles in a game of Block the Customer. To move on the the next level, you have to find the trick to moving them out of the way.
On 6/10/2015 8:52 PM, Devitt devittad@comcast.net [iPad] wrote:
Huh. When a customer asks to talk to a supervisor he/she's just switched to another agent?
I've had good luck talking to supervisors who have the authority to go beyond basic "policy" to give me a better offer than the first agent I talked to. Or the supervisor will transfer me to someone in a different department who can help me. I guess it all depends on the individual company.
C
At least at my call center escalations go to fellow agents with roughly the same info and knowledge just better scores on customer handling skills. That's an FYI.
~KLM
\\ "Antisocial behavior is a trait of intelligence in a world full of conformists" ~Nikola Tesla //
> On Jun 10, 2015, at 11:59 AM, Devitt devittad@comcast.net [iPad] <iPad@yahoogroups.com> wrote:
>
> I've found asking to talk to a supervisor or manager can help getting a good resolution to a problem the first person can't address adequately. Often the first service person doesn't have the knowledge or authority to give you what you want. Move up the chain when necessary. If you
Sent from my iPad
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Posted by: Tony <tdale@xtra.co.nz>
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