I worked in customer service for many years in call centres, for both a major American and a Canadian service provider. As a customer, too, I know how frustrating it can be to be stuck on hold. Please don’t start off your call (and yes, I know there is a very small percentage that does this) by hurling obscenities at the poor schmuck who answers the phone. There is information we need to obtain so we can narrow down the problem and get your problem fixed quickly and accurately, be it rebooting boxes (and yes, sometimes you need to get off your duff and go to the actual box and do something), process a payment for you, book a technician or call city services for you. The person at the other end cannot fix a power outage, tell you how to steal your neighbour’s cable or internet, pay your power bill for you, stop a hurricane or a tornado or a flood. There is usually a 3 – 4 minute window for the person at the end of the phone to resolve your issues. If that time is passed, there is a supervisor breathing down your neck. Sorry if this sounds like a rant, it’s not meant to be.
ladykat about 10 years ago
I worked in customer service for many years in call centres, for both a major American and a Canadian service provider. As a customer, too, I know how frustrating it can be to be stuck on hold. Please don’t start off your call (and yes, I know there is a very small percentage that does this) by hurling obscenities at the poor schmuck who answers the phone. There is information we need to obtain so we can narrow down the problem and get your problem fixed quickly and accurately, be it rebooting boxes (and yes, sometimes you need to get off your duff and go to the actual box and do something), process a payment for you, book a technician or call city services for you. The person at the other end cannot fix a power outage, tell you how to steal your neighbour’s cable or internet, pay your power bill for you, stop a hurricane or a tornado or a flood. There is usually a 3 – 4 minute window for the person at the end of the phone to resolve your issues. If that time is passed, there is a supervisor breathing down your neck. Sorry if this sounds like a rant, it’s not meant to be.