Quote:
|
Originally Posted by thingstodo
1. The customer on the other end of the line has probably had to wait through an obscene number of voice mail prmpts and putting their home for number in the system over and over again. And they're calling in the first place because they need to get something done. Remember how hard they had to work to actually speak with a person.
|
Finally getting through the menu systems and talking to a real live person is reason enough IMHO to be cordial. Nothing can be gained by being abusive at this point and you could find yourself back in menu system hell.
Most phone support people I have talked with are really trying to help you but are sometimes constrained with what they are instructed to do. My experience with Dell and Direcway is to follow their (canned trouble shooting formula) even if you know it will not help and hopefully get kicked up to level 2 support where good things begin to happen.
I find it hard to be abusive with people even with cold sales calls during dinner. I realize that they are probably doing a job they do not like and are just trying to make a living. No point in coming down on the worker bees.