[GreenKeys] 24/7 customer SUPPORT?
weather
weather at surfsouth.com
Thu Jun 18 17:08:30 EDT 2009
A bit O.T. but just had to share:
Back in 2005 I accepted a one year assignment as a training manager in a call center. During that time I "trained" an endless supply of customer support (CSR's) on the east coast. I had 50 new students every two weeks (100/mo.) and that DID NOT keep up with the ENDLESS employee turnover for a call center with only 300 employees.
Each week I went over the same material with 50 people of which only 15 in the room were worth the effort. At one point I had them write down the phone number for THEIR customer support center in CA. (in case their systems went down). I mentioned they could call 24/7. FIVE hands immediately went up as one asked, "Is that Eastern or Pacific time?" Without batting an eye, I answered promptly, "Pacific." Several of them eagerly notated that information into their training manuals! While some were busily writing down this information ONLY ONE "trainee" made eye contact with me and gave a sly smile while slowly shaking his head back and forth. (Good Grief!) BTW - I completed my contract to the date, giving my two weeks notice, exactly two weeks prior to my 365th day.
"Your call is VERY importance to us...."
"Press one for English"
"Press two if you wish to transmit a serious electrical shock to the technical support person on the other end of this line." 2-2-2-2-2-2-2-2-2-2-2-2-2-2-2-2-
david r.
-----Original Message-----
>From: greenkeys-request at mailman.qth.net
>Sent: Jun 17, 2009 5:58 PM
>To: greenkeys at mailman.qth.net
>Subject: GreenKeys Digest, Vol 65, Issue 26
>
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>Today's Topics:
>
> 1. Experience on this list (Larry Tighe)
> 2. Re: Experience on this list (wa2hwj at att.net)
> 3. Re: Experience on this list (Don Cunningham)
> 4. Re: Experience on this list (hunybuny at eskimo.com)
> 5. Re: Experience on this list (Ralph Mowery)
> 6. Re: Experience on this list (Larry Tighe)
> 7. Re: Experience on this list (Randy and Sherry Guttery)
> 8. Re: Experience on this list (Jack)
> 9. Re: Experience on this list (hunybuny at eskimo.com)
> 10. Re: Experience on this list (hunybuny at eskimo.com)
>
>
>----------------------------------------------------------------------
>
>Message: 1
>Date: Wed, 17 Jun 2009 14:46:17 -0400
>From: "Larry Tighe" <larryradio at worldnet.att.net>
>Subject: [GreenKeys] Experience on this list
>To: <greenkeys at mailman.qth.net>
>Message-ID: <03837C42A5904AD7A7CF2154BB8B849C at ljt>
>Content-Type: text/plain; format=flowed; charset="iso-8859-1";
> reply-type=original
>
>Endless problems with my DSL circuit down at the shore house. Telco had
>been there numerous times.
>
>I remembered someone on this greenkeys saying his drop from the pole to the
>house was two tubes of green powder....I asked the repairman to replace the
>drop. Lots of green powder there too.
>
>I wonder how much longer it would've taken had it not been for that sharing
>of info on this list.
>
>Thanks to whoever it was.
>
>lar
>Larry
>K2JIA
>www.antiquetelephone.com
>
>
>
>------------------------------
>
>Message: 2
>Date: Wed, 17 Jun 2009 19:14:50 +0000
>From: wa2hwj at att.net
>Subject: Re: [GreenKeys] Experience on this list
>To: "Larry Tighe" <larryradio at worldnet.att.net>,
> <greenkeys at mailman.qth.net>
>Message-ID:
> <061720091914.27200.4A3940AA0001CFB600006A4022243322829B0A02D29B9B0EBF069908CD0E99 at att.net>
>
>Content-Type: text/plain
>
>My experience with the new species of "telephone man" is that the customer better know
>what he needs and how it works....the "telephone man" doesn't have a clue (but he does get
>his medical benefits for free...).
>
>
>-------------- Original message from "Larry Tighe" <larryradio at worldnet.att.net>: --------------
>
>
>> Endless problems with my DSL circuit down at the shore house. Telco had
>> been there numerous times.
>>
>> I remembered someone on this greenkeys saying his drop from the pole to the
>> house was two tubes of green powder....I asked the repairman to replace the
>> drop. Lots of green powder there too.
>>
>> I wonder how much longer it would've taken had it not been for that sharing
>> of info on this list.
>>
>> Thanks to whoever it was.
>>
>> lar
>> Larry
>> K2JIA
>> www.antiquetelephone.com
>>
>> ______________________________________________________________
>> GreenKeys mailing list
>> Home: http://mailman.qth.net/mailman/listinfo/greenkeys
>> Help: http://mailman.qth.net/mmfaq.htm
>> Post: mailto:GreenKeys at mailman.qth.net
>>
>> This list hosted by: http://www.qsl.net
>> Please help support this email list: http://www.qsl.net/donate.html
>
>
>------------------------------
>
>Message: 3
>Date: Wed, 17 Jun 2009 14:19:40 -0500
>From: "Don Cunningham" <wb5hak at martineer.net>
>Subject: Re: [GreenKeys] Experience on this list
>To: <wa2hwj at att.net>, "Larry Tighe" <larryradio at worldnet.att.net>,
> <greenkeys at mailman.qth.net>
>Message-ID: <263638F24E5547EC867AD25E12103A14 at SunroomComputer>
>Content-Type: text/plain; format=flowed; charset="iso-8859-1";
> reply-type=original
>
>Man, are you right, Jack. I have two, good experienced hands (also hams)
>that were FORCED to retire early or lose all the benefits they had accrued.
>You think it was bad, just wait!! I had to show the last one out here in
>the country where all the pedestals were!!! I happened to have missed one
>in the poison ivy and poison oak, so IF I ever have to get them out again,
>I'll be sure to point it out for his pleasure, HI HI.
>73,
>
>----- Original Message -----
>From: <wa2hwj at att.net>
>To: "Larry Tighe" <larryradio at worldnet.att.net>; <greenkeys at mailman.qth.net>
>Sent: Wednesday, June 17, 2009 2:14 PM
>Subject: Re: [GreenKeys] Experience on this list
>
>
>> My experience with the new species of "telephone man" is that the customer
>> better know
>> what he needs and how it works....the "telephone man" doesn't have a clue
>> (but he does get
>> his medical benefits for free...).
>>
>>
>> -------------- Original message from "Larry Tighe"
>> <larryradio at worldnet.att.net>: --------------
>>
>>
>>> Endless problems with my DSL circuit down at the shore house. Telco had
>>> been there numerous times.
>>>
>>> I remembered someone on this greenkeys saying his drop from the pole to
>>> the
>>> house was two tubes of green powder....I asked the repairman to replace
>>> the
>>> drop. Lots of green powder there too.
>>>
>>> I wonder how much longer it would've taken had it not been for that
>>> sharing
>>> of info on this list.
>>>
>>> Thanks to whoever it was.
>>>
>>> lar
>>> Larry
>>> K2JIA
>>> www.antiquetelephone.com
>>>
>>> ______________________________________________________________
>>> GreenKeys mailing list
>>> Home: http://mailman.qth.net/mailman/listinfo/greenkeys
>>> Help: http://mailman.qth.net/mmfaq.htm
>>> Post: mailto:GreenKeys at mailman.qth.net
>>>
>>> This list hosted by: http://www.qsl.net
>>> Please help support this email list: http://www.qsl.net/donate.html
>> ______________________________________________________________
>> GreenKeys mailing list
>> Home: http://mailman.qth.net/mailman/listinfo/greenkeys
>> Help: http://mailman.qth.net/mmfaq.htm
>> Post: mailto:GreenKeys at mailman.qth.net
>>
>> This list hosted by: http://www.qsl.net
>> Please help support this email list: http://www.qsl.net/donate.html
>>
>
>
>--------------------------------------------------------------------------------
>
>
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>
>------------------------------
>
>Message: 4
>Date: Wed, 17 Jun 2009 14:10:35 -0700
>From: hunybuny at eskimo.com
>Subject: Re: [GreenKeys] Experience on this list
>To: greenkeys at mailman.qth.net
>Message-ID: <4A395BCB.8060202 at eskimo.com>
>Content-Type: text/plain; charset=us-ascii; format=flowed
>
>Tell me 'bout it...
>
>
>I have a flat screen / LCD / monitor.
>
>Built-in is the OSD (on screen display).
>
>It is accessed by pressing front panel buttons. You do not need a computer.
>
>Within the OSD is function called "SLEEP".
>
>SLEEP is used to have the monitor go into standby when it is not needed.
>
>When you go into the SLEEP menu there are three things you can do:
>
> o Set the timeclock.
>
> o Set the time to go to sleep.
>
> o Set the time to wake up.
>
>
>OK - are you with me so far? I know this feature is cutting-edge
>technology from a thousand years in the future and many of you will
>simply not be able to grasp it. Well - maybe NOT YOU - but for the
>manufacturer's technical support people it certainly is.
>
>I entered the sleep function. I set the clock. The next day the clock was
>off by 30 minutes. Of course, before calling tech support, I ran some
>tests to make sure it was the monitor and not me. I even disconnected the
>monitor from the computer and put it on the kitchen counter and ran a test.
>Same thing: off 30 minutes in 24 hours.
>
>I've called T.S. 4 times now. You wouldn't *believe* the idiots I get:
>
>(you can skip the rest of this post if you don't want to hear any more ranting)
>
>(this is the dialog from the 4th time I called)
>TS: What is the serial number and model number?
>ME: (give it)
>TS: OK - I have the service ticket. Let me read what's been happening.
>ME: (wait 10 minutes)
>TS: OK - what seems to be the problem?
>ME: ??? - didn't you just read the service ticket?
>TS: Yes.
>ME: Do you support this product?
>TS: Yes.
>ME: Have you EVER SEEN one?
>TS: Yes.
>ME: Do you have the user's manual?
>TS: Yes.
>ME: OK - when I set the SLEEP clock it loses 30 minutes in a 24 hour period.
>It loses 30 minutes in 24 hours whether it is connected to ANY of my computers
>or completely disconnected or even sitting on the kitchen table plugged into
>the wall but powered down. Do you understand that I just told you.
>TS: Yes.
>ME: OK - so there is a problem with the on-board clock. It probably needs to
>be adjusted.
>TS: Let me check on this...
>ME: OK (can't wait for his answer - after the last 3).
>TS: Hello, sir?
>ME: Yes....
>TS: That unit doesn't have an internal sleep timer.
>ME: ??? It most certainly does. I thought you said you've seen one of these?
>TS: Let me check on this...
>ME: OK (can't wait for his answer now).
>TS: I need to connect to your computer.
>ME: I'm running Linux - and I'm not on the internet.
>TS: OK give me your IP.
>ME: That won't help: I told you that I'm not on the internet and I'm running Linux.
>TS: Well - I can't help you without the IP.
>ME: OK OK OK - it's 127.0.0.0
>TS: OK - just let me connect...
>TS: I can't connect to your computer.
>ME: That's probably because it is not on the internet.
>TS: ... (finally sinks in).
>TS: Let me check on this...
>ME: OK (can't wait for his answer now).
>TS: The problem is with your Linux operating system. You need to call the
>Linux vendor.
>ME: It has nothing to do with the O/S. The problem happened even when the LCD
>is not connected to any computer.
>TS: The problem is with your Linux operating system.
>
>I've been thru this 4 times now. I've asked for the address of a local
>service center so I can bring the thing in and have them look at it. They
>won't give me one. They tell me they're logging stuff in the service ticket
>but each time I call we go over the same things (above) and they ask the
>same questions over and over.
>
>Yeah, - service isn't what it used to be. I was in technical support for
>30 years and this new business model stinks.
>
>UE,
>W6ESE - tony
>NNNNZCZC
>
>
>
>Don Cunningham wrote:
>> Man, are you right, Jack. I have two, good experienced hands (also hams)
>> that were FORCED to retire early or lose all the benefits they had accrued.
>> You think it was bad, just wait!! I had to show the last one out here in
>> the country where all the pedestals were!!! I happened to have missed one
>> in the poison ivy and poison oak, so IF I ever have to get them out again,
>> I'll be sure to point it out for his pleasure, HI HI.
>> 73,
>>
>
>--
>Tony j. podrasky | Oh somewhere in this favored land the sun is
> | shining bright. The band is playing somewhere,
> | and somewhere hearts are light. And somewhere men
> | are laughing, and somewhere children shout - but
> | there is no joy in Mudville - Mighty Casey has
> | "struck out"
>
>
>------------------------------
>
>Message: 5
>Date: Wed, 17 Jun 2009 17:22:12 -0500
>From: "Ralph Mowery" <rmowery28146 at earthlink.net>
>Subject: Re: [GreenKeys] Experience on this list
>To: <greenkeys at mailman.qth.net>
>Message-ID: <008101c9ef9a$1029d9b0$2602a8c0 at emachine>
>Content-Type: text/plain; format=flowed; charset="iso-8859-1";
> reply-type=original
>
>
>----- Original Message -----
>From: <hunybuny at eskimo.com>
>To: <greenkeys at mailman.qth.net>
>Sent: Wednesday, June 17, 2009 4:10 PM
>Subject: Re: [GreenKeys] Experience on this list
>
>
>> Tell me 'bout it...
>>
>>
>> I have a flat screen / LCD / monitor.
>>
>> Built-in is the OSD (on screen display).
>>
>> It is accessed by pressing front panel buttons. You do not need a
>> computer.
>>
>> Within the OSD is function called "SLEEP".
>>
>> SLEEP is used to have the monitor go into standby when it is not needed.
>
>By now you might as well forget it. Live with it or send it back for
>another one. The help desk guy has a chart to look at and he is following
>that chart. If your problem is not on it, forget it.
>
>Also it is probably a hardwear problem and there is nothing most people can
>repair. Most likely the internal clock crystal is way off frequency.
>
>
>
>------------------------------
>
>Message: 6
>Date: Wed, 17 Jun 2009 17:23:38 -0400
>From: "Larry Tighe" <larryradio at worldnet.att.net>
>Subject: Re: [GreenKeys] Experience on this list
>To: <hunybuny at eskimo.com>, <greenkeys at mailman.qth.net>
>Message-ID: <9C9D444943A34C089A494CC1C423D506 at LARRYTIGHE>
>Content-Type: text/plain; format=flowed; charset="iso-8859-1";
> reply-type=original
>
>Tony just doesn't know how fortunate he's been;
>
>1) You didn't end up in a foreign call center where they
> speak in high squeekie voices
>2) You spoke to a real person
>3) And you expect to solve the problem...what an optimist LOL
>
>
>lar
>----- Original Message -----
>From: <hunybuny at eskimo.com>
>To: <greenkeys at mailman.qth.net>
>Sent: Wednesday, June 17, 2009 17:10
>Subject: Re: [GreenKeys] Experience on this list
>
>
>> Tell me 'bout it...
>>
>>
>> I have a flat screen / LCD / monitor.
>
>
>
>------------------------------
>
>Message: 7
>Date: Wed, 17 Jun 2009 16:25:57 -0500
>From: Randy and Sherry Guttery <comcents at bellsouth.net>
>Subject: Re: [GreenKeys] Experience on this list
>To: greenkeys at mailman.qth.net
>Message-ID: <4A395F65.1090702 at bellsouth.net>
>Content-Type: text/plain; charset=ISO-8859-1; format=flowed
>
>Ralph Mowery wrote:
>
>> Also it is probably a hardwear problem and there is nothing most people can
>> repair. Most likely the internal clock crystal is way off frequency.
>
>Yeah, about 2%, I'd say.
>
>Wow! sounds like some tech support I've run into lately.
>Not-A-Clue...
>--
>randy guttery
>
>A Tender Tale - a page dedicated to those Ships and Crews
>so vital to the United States Silent Service:
>http://tendertale.com
>
>
>------------------------------
>
>Message: 8
>Date: Wed, 17 Jun 2009 16:45:45 -0500
>From: "Jack" <wa2hwj at att.net>
>Subject: Re: [GreenKeys] Experience on this list
>To: "'Randy and Sherry Guttery'" <comcents at bellsouth.net>,
> <greenkeys at mailman.qth.net>
>Message-ID: <000101c9ef94$f8e3b280$eaab1780$@net>
>Content-Type: text/plain; charset="us-ascii"
>
>Tony,
>
>I think it's all because of global warming...we're actually
>losing 30 minutes every day...(or maybe I just feel that way)
>
>I'd suggest you move to a different time zone, sir.
>
>Thank you for calling and have a nice day....
>
>
>
>-----Original Message-----
>From: greenkeys-bounces at mailman.qth.net
>[mailto:greenkeys-bounces at mailman.qth.net] On Behalf Of Randy and
>Sherry Guttery
>Sent: Wednesday, June 17, 2009 4:26 PM
>To: greenkeys at mailman.qth.net
>Subject: Re: [GreenKeys] Experience on this list
>
>Ralph Mowery wrote:
>
>> Also it is probably a hardwear problem and there is nothing most
>people can
>> repair. Most likely the internal clock crystal is way off
>frequency.
>
>Yeah, about 2%, I'd say.
>
>Wow! sounds like some tech support I've run into lately.
>Not-A-Clue...
>--
>randy guttery
>
>A Tender Tale - a page dedicated to those Ships and Crews
>so vital to the United States Silent Service:
>http://tendertale.com
>______________________________________________________________
>GreenKeys mailing list
>Home: http://mailman.qth.net/mailman/listinfo/greenkeys
>Help: http://mailman.qth.net/mmfaq.htm
>Post: mailto:GreenKeys at mailman.qth.net
>
>This list hosted by: http://www.qsl.net
>Please help support this email list: http://www.qsl.net/donate.html
>
>
>
>------------------------------
>
>Message: 9
>Date: Wed, 17 Jun 2009 14:55:10 -0700
>From: hunybuny at eskimo.com
>Subject: Re: [GreenKeys] Experience on this list
>To: Ralph Mowery <rmowery28146 at earthlink.net>
>Cc: greenkeys at mailman.qth.net
>Message-ID: <4A39663E.60104 at eskimo.com>
>Content-Type: text/plain; charset=us-ascii; format=flowed
>
>Well - it's now a challenge :-)
>
>I've got a bit of a sore throat - but as soon as that's better,
>I'll make my morning coffee, login to my newpaper comics site, call
>T.S. and let them waste their time.
>
>We've been on the phone for over 6 hours now.
>
>> By now you might as well forget it. Live with it or send it back for
>> another one. The help desk guy has a chart to look at and he is following
>> that chart. If your problem is not on it, forget it.
>
>Well - if they don't let me bring it in to one of the local service
>centers, then pretty soon I'll be out of options and I'll have to say
>that it doesn't power up any longer.
>
>> Also it is probably a hardwear problem and there is nothing most people can
>> repair. Most likely the internal clock crystal is way off frequency.
>>
>
>UE,
>W6ESE - tony
>NNNNZCZC
>
>--
>Tony J. Podrasky | There is nothing that would tear my heart
> | apart more than to look at my dog, whose
> | heart harbors nothing but pure love, and
> | have him cower before me.
> | - Tony J. Podrasky
>
>
>------------------------------
>
>Message: 10
>Date: Wed, 17 Jun 2009 14:58:45 -0700
>From: hunybuny at eskimo.com
>Subject: Re: [GreenKeys] Experience on this list
>To: greenkeys at mailman.qth.net
>Message-ID: <4A396715.4090304 at eskimo.com>
>Content-Type: text/plain; charset=us-ascii; format=flowed
>
>That's possible - after all, the time difference between us
>is 12 1/2 hours...
>
>Jack wrote:
>> Tony,
>>
>> I think it's all because of global warming...we're actually
>> losing 30 minutes every day...(or maybe I just feel that way)
>>
>> I'd suggest you move to a different time zone, sir.
>>
>
>--
>Tony J. Podrasky | Back in my day we didn't have virtual reality or
> | video games. If an axe-wielding one-eyed razorback
> | barbarian warrior was chasing after you, you just
> | had to hope you could outrun him.
>
>
>------------------------------
>
>_______________________________________________
>GreenKeys mailing list
>GreenKeys at mailman.qth.net
>http://mailman.qth.net/mailman/listinfo/greenkeys
>
>
>End of GreenKeys Digest, Vol 65, Issue 26
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