>
> On Jul 1, 2008, at 10:42 AM, Matt wrote:
>
>> Unfortunately the support for the Internet "stuff" and the support for
>> the traditional phone "stuff" are not really related, at least based
>> on my experience with Verizon. The support organizations are not
>> connected and do not seem to share information. Since probably 80-90%
>> of users' Internet problems are due to a bad password, a problem with
>> MS Windows, or a DSL modem or cable failure, the support staff do not
>> receive a lot of training in the skills of true technical problem
>> solving. VZ could not afford to keep people with those skills on a
>> helpdesk, because as Jordan rightly points out - people don't really
>> want to pay for it.
>
> Every DSL provider in the area has to rely on Verizon. So you're
> saying forget DSL and stick with cable because otherwise you're stuck
> with drooling morons?
>
> And yeah, I know the staff doesn't receive a lot of technical
> training. I learned that very well over the years. But they should
> know when to kick things up to a higher level.
>
> I finally got them to dispatch someone who knew what he was doing by
> writing to the CEO of Verizon. It worked.
>
> Doug
I don't know where to be on this one. OT1H, I've had run arounds with providers. And I hate to say it's because of the way I deal with the staff, but I do tend to be extremely personable and sympathetic, which tends to help. I mean: i've been there doing jobs like their's and i can't help but think of those times -- or even think of the help desk people I know here and hear them talk about the abuse they receive.
Aside: article in the New Yorker was about AI recently. As intro to the piece, they did some research on voicemail systems and computer voice technology -- and emotions, especially anger. ha.
I learned that, when they say they're recording you, they are and they're recording when the service rep puts you on hold, as well as when you think you're on hold after a round of voicemail jail. They use these recordings to study human anger. double ha!
The one recounted in the New Yorker was a laugh riot. I'm at work or I'd transcribe.
To continue, when calling, I usually crack a joke, and then say, "Oh, I will bet you haven't heard that one before. I imagine working this job means you've had to listen to every joker in the world who thinks she has a sense of humor?" (e.g, when they ask, "How may I help you?" I give them old line, "Oh, how about a stack of 50s 5 inch thick? Can you get me that? Thanks."
which typically leads to me finding out a little bit about them. Often, they are frustrated geeks who can only find this job. A lot of times, these people actually know what they are talking about. They are in school or can rattle off a bunch of stuff about what they do on their experimental networks at home.
So, not sure if they're clueless as a general rule. My experience is: 90% aren't and want the person on the other end of the phone to know that they have clue.
I _do_ know that they are expected to push you through the same steps over and over again. This buys them time and helps them reduce call center load in at least two ways:
a. they can manage the load based on staffing. it's like voicemail jail allows companies to manage calls so they can answer as they need to. e.g., how many times have you entered your acct number only to have to give it to the human, too. if you ask why, they never have an answer. it's a stall tactic to keep you occupied awhile so you won't notice how long you are waiting. same thing with forcing you to do stupid things like "Have you checked that your modem is plugged in?" Or "Have you cleared your browser cache?" crap like that.
b. A certain percentage of people are going to find they have somethign else that needs attention and hang up, find that they're too irked and hang up in frustration, etc. Again, manages the load on the call center, since by using this method (like voicemail run arounds) they can eliminate a certain percentage of calls.
Whenever I've gotten the runaround, where they tell me to do the things i've already done and I know it's not the problem, I tell them right up front: Been there, done that. Next?
I'm usually a lot nicer, "I know you guys have to ask me these standard questions, but I was on the phone with Call Center Rep So and So, number #blah, at 7:45 p.m. x date, and this didn't address the problem.
Please put me through to your next level of support. Thanks."
If they give you run around, firmly: "I know you're just doing your job..."
Next: I usually do a little research on my own -- which is where I'll find outhow much they know about tech issues. My experience: they usually do. In which case, you can often get through to next level.
This has worked with verizon, brighthouse, time warner, cox.