Yes, customer support where people actual want to help you and with the mandate and autonomy to actually be able to help you. Not customer support that is just a bunch of monkeys who aren’t allowed to go off script.
I once contacted Verizon L1 support for a network outage, and they use your classic outsourced call center in Singapore, can’t actually do much of anything to help you style support and he just kept telling me how crazy it was that I wasn’t yelling at him, and lowered the price of my service for the next 3 years lol.
Be nice to them. Be assertive but also be nice. That will get them to go off script if they are allowed to or escalate you if they aren’t.
If you treat them like “monkeys who aren’t allowed to go off script”? They will GLADLY repeat the same questions over and over and make your life a living hell. Because with customer support? Their metrics often benefit from you getting angry and hanging up.
Yes, customer support where people actual want to help you and with the mandate and autonomy to actually be able to help you. Not customer support that is just a bunch of monkeys who aren’t allowed to go off script.
I feel bad for the level 1 tech support folks. They’re so script driven that you have to go through the hoops before your problem can be fixed.
And why is that?
BECAUSE PEOPLE ARE FUCKING STUPID!
- Is your router on?
- Yes.
- What color are the lights?
- There are no lights.
- Please turn the router on.
I think the same thing about the service reps.
Have you tried rebooting your router?
We’ll send someone out to check your wires.
3 transfers later your router was registered to a different region in our system, it’ll take a day for the transfer of these 16 bits to happen.
Repeat next move.
THERE ARE FOUR LIGHTS!
I once contacted Verizon L1 support for a network outage, and they use your classic outsourced call center in Singapore, can’t actually do much of anything to help you style support and he just kept telling me how crazy it was that I wasn’t yelling at him, and lowered the price of my service for the next 3 years lol.
Assuming you get a hold of a human:
Be nice to them. Be assertive but also be nice. That will get them to go off script if they are allowed to or escalate you if they aren’t.
If you treat them like “monkeys who aren’t allowed to go off script”? They will GLADLY repeat the same questions over and over and make your life a living hell. Because with customer support? Their metrics often benefit from you getting angry and hanging up.