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I realize this was written from a position of frustration (which I share) at getting run around by customer support, but I'd reconsider the blanket characteriza
by imajoredinecon 6y ago
I realize this was written from a position of frustration (which I share) at getting run around by customer support, but I'd reconsider the blanket characterization of tech support staff as "idiots": they're doing a high-throughput job following a playbook they're given with, as you identify, no incentive---it's probably less about personal motivation than the expectations that are set for how they perform their job---to break rules to provide better customer service to people with 5% problems.
- cpach 6y agoGood point. The managers would probably give negative feedback to people that took more time on their calls in order to try to help the customer better.
- dilyevsky 6y ago+1 the real idiots here are att mid-upper management that setup this process and also have zero monitoring for packet loss/bit flips apparently so that they have an outage for weeks now. Support techs have no training nor tooling to debug this issue.
- matthias509 6y agoI cope with level 1 support by remembering we have a common goal: to stop talking to each other as quickly as possible. The tech just wants to close the case and I want to talk to someone else who can actually help me.
- User23 6y agoThat’s a great example of finding how you’re aligned and then using it to get a mutually beneficial outcome.