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Originally Posted by texxasco
You on the other hand have the stressful job I would think. I don't think I have the patience to be nice when someone is chewing on my ass, like I know some people who call for support do.
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Heh.. why do you think I smoke so much?
Really, it's not nearly as bad as you've probably heard. The irates make up a very small portion of the call volume, as most people have enough sense to realize that without my skills they're not getting online any time soon and treat me accordingly. It can be frustrating at times and it does take a certain type of person to do well (we have roughly a 70% attrition rate) but even that's more because you're dealing with people who can't tell their computer from their toaster.
From the customer point of view, the secret to getting through the call faster is that there is no secret to getting through the call faster. You can go ahead and ask for my supervisor, you can do 80 different things to troubleshoot before you call and I still have to do things properly. After all, neither myself nor my supervisor (actually just a plain old 2nd tier support agent, but don't tell anyone that) knows what you've done or if you've done it properly. Getting angry just means your issue will take longer to fix. And don't lie, because we'll know and even when we don't the thing that you said you did but didn't actually do may be the step that would fix your connection, meaning you'll end up with a stumped tech agent and still no internet.
Actually, that reminds me of a funny quirk; when a customer asks for a supervisor, procedure is to pass him up to tier 2. But there is no tier 3, so if the customer asks that tier 2 agent for a supervisor, he passes the customer off to another tier 2. It hasn't happened yet, but it's theoretically possible for a customer to ask for as many supervisors as he wants and just keep getting passed around 2nd tier, until he may eventually get on the phone with a real supe (the supes will take a supervisor call only if all of our tier 2 agents are busy and there's no one else available to do it).