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> I sincerely doubt that the person I have to call to help me connect my cable modem to my ISP makes even 40K a year. That’s sort of my point… do you feel as t
by d1sxeyes 2y ago
> I sincerely doubt that the person I have to call to help me connect my cable modem to my ISP makes even 40K a year.
That’s sort of my point… do you feel as though that rep really cares? Is that an outstanding customer support experience for you? Many folks would say ISPs and telcos have the worst customer service.
You’re not wrong though that a good script can help a lot of users with simple issues, and as it turns out, that’s the kind of thing that’s actually pretty easy and effective to automate.
- petsfed 2y agoIt was actually one of the best Telco CS experiences I've ever had, and I think its because the gist of the call was "here are the numbers from my modem, so that you can authorize it to talk to your network, do you see it? Yes? Ok, we're done now". The main reason bad customer service happens is because the customer has a problem that the CS rep is not empowered to fix or escalate the problem. Its not a question of "caring", its a question of results. Its really hard to care about your job when faced with unrealistic expectations from the customer, and insufficient resources from the employer. A lot of folks with customer service departments could save a bundle on labor and earn a lot of goodwill if they would recognize that.