This post is inspired by a call I had today when I spoke to a South Asian (Indian) that spoke perfect English and sounded like Erkle from family matters. Made me chuckle. The customer support rep was very friendly and eager to help.
I generally enjoy speaking to tech support or customer service and many companies have excellent systems/people in place. A few I have had non-sucky don't want to eye-gouge myself experiences with are: Vocalocity (recently bought by Vonage), SugarCRM, Microsoft (cloud based solutions like exchange online, office 365 and Sharepoint), Standss (Outlook plugins), Ablebits (Outlook plugins), pcAmerica (POS software), Inbox25 (email marketing) and a handful of others.
A few of the really bad ones (and I'll only list a few to conserve the many pages my list would take up): AT&T, Cox Business, GoldMineCRM, PittneyBowes, 365RetailMarkets, Revive Micromarket (Revive is pleasant but never do what they promise to do), . I would rather listen to Disney Princess or Pokemon songs for hours on end instead of calling these companies for help!
It's also frustrating when dealing with the companies where customer support and tech support don't always know what each other can or can't do for you either! It's almost comical, I say almost because when you're the one trying to get things fixed it can be frustrating & the cause of much ibuprofen intake to say the least.
Things like,"Sure we can get that fixed right up for ya, let me send you over to tech support and they'll be able to get that done." ...minutes later... "Thank you ...Tech Support... Account info repeated again...security check info....how can I help...oh, no I'm afraid our product doesn't have that feature at this time." @&$;@:&:$:@:!!!!!
What the what?? And I can't forget the transfer to a dial tone after being on hold for an hour. That is always super awesome and surely doesn't make you want to beat someone with your phone.
The trick to surviving these types of "help" calls is to make sure your coffee cup is never empty and to take a breath. It's not the rep's fault their company doesn't equip them with the correct tools or the information they need to help you out. And in the cases of transfer disconnects, sometimes we do push the wrong button! I'm just saying don't get mad at the techs, most of the time they are doing their best to help you out and solve the problem.
The trick to surviving these types of "help" calls is to make sure your coffee cup is never empty and to take a breath. It's not the rep's fault their company doesn't equip them with the correct tools or the information they need to help you out. And in the cases of transfer disconnects, sometimes we do push the wrong button! I'm just saying don't get mad at the techs, most of the time they are doing their best to help you out and solve the problem.
I'll leave you with a quote from A3 my 4-yr old when speaking to her madre today at the donut shop. While waiting in line to pay she saw a pack of gum with a mint leaf on it and says,"eww, who would want to eat salad gum?" Glad Danna shared that, A3 is always saying funny things.
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