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I spent some time time as a tier one agent, and will gladly confirm that any complaints given to us were forgotten by the time the call disconnected. If you're
by Cycl0ps 5y ago
I spent some time time as a tier one agent, and will gladly confirm that any complaints given to us were forgotten by the time the call disconnected. If you're rude enough we might leave a note in your file as a warning to the next agent, but that's about as far as complaint handling ever went. Same goes for wanting a manager. Floor managers have no special tricks that they can use to fix problems, just nicer bedside manners.
Tier one CS is there to confirm where a fault lies, teach you basic troubleshooting, and send out techs. If the issue isn't on your premise the best we can do is check that outage for an ETR, though most of the time the crews won't establish one because that creates a deadline for them to meet.
- wolverine876 5y agoWhere did you work? Different businesses have different policies.
- Cycl0ps 5y agoA third party doing support for Frontier Communications, among others. I wouldn't put too much faith in their practices being an outlier though.
- jschwartzi 5y agoThat’s really only been my experience with telecoms. Other companies I’ve called in to have absolutely put me in touch with higher level managers who can actually resolve the problem. It depends a lot on what company you’re calling in to, but I’m not going to stop doing it just because it doesn’t change anything at EG Comcast. And I’m totally fine with you mentally erasing the conversation after I’m done.