Discourse between me and DSL tech. . .

[Pacfanweb]

You don't know that the first guy couldn't help you. He went through his script, and may well have just thought you were some know-it-all like he usually talks to.
He was obviously getting ready to help you when you popped off and wanted to go over his head. So he asked you the same question twice. So?
I don't see him arguing with you. He was trying to help you and you just immediately wanted to go over his head. You were unreasonable.
Your expect him to digest everything you said in your first sentence and not want any of it repeated. How many times have you ever missed something in the first sentence someone says to you? If you say never or not often, you're lying.
After giving your login ID, your next answer was a smartass comment, rather than just answering the question, which would have taken you right down the path of getting your internet back.
Because you couldn't see fit to answer TWO questions that you gave the answer to in your opening statement, you got the luxury of having to call back and do without internet for that much longer.
Bottom line: You jumped the gun.

 

[Pacfanweb]

Originally posted by: episodic

Originally posted by: Pacfanweb

Originally posted by: KruptosAngelos

Originally posted by: desk
man, you have a really short fuse. im sure he's going off some sort of check list.

cut him some slack... im sure he already hates his job, you don't need to make it worse.

Rather than get tense and defensive after I reminded him that I had already given him all the data I asked for, he could have said a variety of things. For instance, "Sir, I did hear you but was temporairily distracted by a coworker, excuse me - but could you please repeat yourself?". I would have cheerfully repeated myself. Getting tense and defensive is no way to be with a customer.

Why was he "tense and defensive"? Only reason I can find in your synopsis of the conversation:

Me: Were you not just listening?

The third thing you said to him. I'd get a bit defensive if someone hit me with that practically the beginning of the call, too.

 

[episodic]

Originally posted by: Pacfanweb
You don't know that the first guy couldn't help you. He went through his script, and may well have just thought you were some know-it-all like he usually talks to.
He was obviously getting ready to help you when you popped off and wanted to go over his head. So he asked you the same question twice. So?
I don't see him arguing with you. He was trying to help you and you just immediately wanted to go over his head. You were unreasonable.
Your expect him to digest everything you said in your first sentence and not want any of it repeated. How many times have you ever missed something in the first sentence someone says to you? If you say never or not often, you're lying.
After giving your login ID, your next answer was a smartass comment, rather than just answering the question, which would have taken you right down the path of getting your internet back.
Because you couldn't see fit to answer TWO questions that you gave the answer to in your opening statement, you got the luxury of having to call back and do without internet for that much longer.
Bottom line: You jumped the gun.

I concede I 'could have' repeated myself, and they guy 'may have' been able to help me eventually. However, what I can't portray on this forum is voice and attitude. There was a conisderable attitude with me at that point. That is when I asked for a supervisor so I could get this call over with. After arguing with me there, I hung up.

Again, I did the EXACT thing in the 2nd call and the cheerful and courteous tech was able to synthesize a sentence and help me. Honestly, if you can't synthesize a sentence - what is wrong?

Fine, I'm a terrible guy - whatever. I'm just glad I can process a sentence.

 

[Zee]

im surprised that he didnt get you a supervisor. most techs would have been glad to get your rude ass off their line and move on to others who can communicate in the real world.

 

[Pacfanweb]

Originally posted by: episodic
I concede I 'could have' repeated myself, and they guy 'may have' been able to help me eventually. However, what I can't portray on this forum is voice and attitude. There was a conisderable attitude with me at that point. That is when I asked for a supervisor so I could get this call over with. After arguing with me there, I hung up.

So in this part of the conversation, the guy had an attitude? :

Me: My dsl is down. I have a Speedstreem 5260 modem. I have powercycled the modem and it still does not sync. I have checked all of my connections, checked my computers ethernet connection diagnostically, and ensured that my jack was in good working order.


Tech: What is your login id?


Me: *my login id here*


Tech: Did you powercycle the modem?

The next thing you said was the smartass remark asking was he not just listening. I'm not saying the guy was a saint, but if he got a bit of an attitude after that, I can see why.
If he had one before, e.g., from the beginning of the call, that's a bit different. But I see nothing that indicates that he did.

 

[Pacfanweb]

Originally posted by: episodic
I concede I 'could have' repeated myself

I edited everything else out because if you had, none of the other stuff would have happened. Case closed right there if you did that. Your problem is solved.

 

[episodic]

Originally posted by: Pacfanweb

Originally posted by: episodic
I concede I 'could have' repeated myself, and they guy 'may have' been able to help me eventually. However, what I can't portray on this forum is voice and attitude. There was a conisderable attitude with me at that point. That is when I asked for a supervisor so I could get this call over with. After arguing with me there, I hung up.

So in this part of the conversation, the guy had an attitude? :

Me: My dsl is down. I have a Speedstreem 5260 modem. I have powercycled the modem and it still does not sync. I have checked all of my connections, checked my computers ethernet connection diagnostically, and ensured that my jack was in good working order.


Tech: What is your login id?


Me: *my login id here*


Tech: Did you powercycle the modem?

The next thing you said was the smartass remark asking was he not just listening. I'm not saying the guy was a saint, but if he got a bit of an attitude after that, I can see why.
If he had one before, e.g., from the beginning of the call, that's a bit different. But I see nothing that indicates that he did.

I don't regard telling the truth as smartass. I indicated that I had told him everything he was about to ask. At that point, if he had simply apologized for not listening and asked me to repeat himself in a nice manner - no big deal.

I pointed out above this same thought.


Example: he could have said, "I did hear your sir, but at that moment a loud noise in the background here drowned you out - could you repeat yourself?"

Instead, the attitude started simply because I pointed out he was already told everything that he was about to ask. I did start speaking AFTER he said "How may I help you?" = the assumption there is that he is listening at that point.

 

[kevnich2]

Most phone techs have to go through a checklist of items. Even if the person on the phone "says" they did it themselves, they still have to go through it with you on the phone. They do this for the sole reason everybody else has already said. You may very well know what your talking about but the person on the phone teching it talks with about 50 people a day who when in front of their computer forget how to tie their shoes. So saying that you power cycled it and everything really means nothing to them. They have to assume you know nothing. And the part that made him mad was when you immediately want to talk to his supervisor. Sorry but that would make me irate too. Unless your talking to Tier 3 support, most techs HAVE to go through a checklist of items. It's not that he didn't hear what you said, it's just even if you did that yourself, he still has to have you do that on the phone. Standard procedure, which is why when my internet is down, I wait about 6 hours before calling tech support

 

[Pacfanweb]

Originally posted by: episodic


I don't regard telling the truth as smartass. I indicated that I had told him everything he was about to ask. At that point, if he had simply apologized for not listening and asked me to repeat himself in a nice manner - no big deal.

I pointed out above this same thought.


Example: he could have said, "I did hear your sir, but at that moment a loud noise in the background here drowned you out - could you repeat yourself?"

Instead, the attitude started simply because I pointed out he was already told everything that he was about to ask. I did start speaking AFTER he said "How may I help you?" = the assumption there is that he is listening at that point.

Sorry, but you're simply wrong. What you said was a smartass comment, plain and simple. I doubt you will find many people that agree with you. It's true, all you did was remind him that you already gave him that info, but everyone knows that the way you did it was rude, no matter what tone of voice you used. And if you got attitude after that, well....maybe you shouldn't have, but I guess everyone isn't perfect, are they?
Maybe he just got off the phone with some complete moronic old lady who was bitching him out over something that was her fault. You don't know.
To expect tech support people not to be human is not reasonable.
Think of that the next time you call them.

 

[episodic]

Originally posted by: Pacfanweb

Originally posted by: episodic


I don't regard telling the truth as smartass. I indicated that I had told him everything he was about to ask. At that point, if he had simply apologized for not listening and asked me to repeat himself in a nice manner - no big deal.

I pointed out above this same thought.


Example: he could have said, "I did hear your sir, but at that moment a loud noise in the background here drowned you out - could you repeat yourself?"

Instead, the attitude started simply because I pointed out he was already told everything that he was about to ask. I did start speaking AFTER he said "How may I help you?" = the assumption there is that he is listening at that point.

Sorry, but you're simply wrong. What you said was a smartass comment, plain and simple. I doubt you will find many people that agree with you. It's true, all you did was remind him that you already gave him that info, but everyone knows that the was you did it was rude, no matter what tone of voice you used. And if you got attitude after that, well....maybe you shouldn't have, but I guess everyone isn't perfect, are they?
Maybe he just got off the phone with some complete moronic old lady who was bitching him out over something that was her fault. You don't know.
To expect tech support people not to be human is not reasonable.
Think of that the next time you call them.

I forget that businesses are going to pot in this country because respect for the customer has went way down. The customer is always right.

 

[Pacfanweb]

Originally posted by: episodic
I forget that businesses are going to pot in this country because respect for the customer has went way down. The customer is always right.

Horsecrap. If businesses are going to pot in this country because of how they treat customers, it's because they kiss the customer's asses too much.
Customers are treated better these days than they EVER were in the past. And by treating the customers better, it's backfiring for the businesses......now the customers expect more and more.
Customers are NOT always right, and being a customer does NOT give you the right to be rude.
I used to be in a form of customer service, and I would put up with a certain level of crap, but if someone was overly rude or unreasonable, I'd either cut them off quickly and get them to a manager, or set them straight about how they and I were going to talk to each other.
You didn't give the guy even a chance to go anything before sending you to a manager. You don't call up tech support and start ordering them around. And that's exactly what you ended up doing.

 

[episodic]

I used to be in a form of customer service, and I would put up with a certain level of crap, but if someone was overly rude or unreasonable, I'd either cut them off quickly and get them to a manager, or set them straight about how they and I were going to talk to each other. This second part is unacceptable - the first part is what I wanted to being with

I've worked in the hospitality industry - specifically in casinos, and I disagree with you vehemently. I've worked with drunk, pissed, and angry customers many times, and always did so with an unassuming smile and graciousness. There were some days I would've loved to tell someone off - but I never did. It is all about the customer. No customer - no company.

 

[Pacfanweb]

Originally posted by: episodic

I used to be in a form of customer service, and I would put up with a certain level of crap, but if someone was overly rude or unreasonable, I'd either cut them off quickly and get them to a manager, or set them straight about how they and I were going to talk to each other. This second part is unacceptable - the first part is what I wanted to being with

I've worked in the hospitality industry - specifically in casinos, and I disagree with you vehemently. I've worked with drunk, pissed, and angry customers many times, and always did so with an unassuming smile and graciousness. There were some days I would've loved to tell someone off - but I never did. It is all about the customer. No customer - no company.

Depends on what type of business, I suppose. The internet company isn't in the hospitality business. That was your job to take crap from people that were spending their $$$ in a casino. It isn't some poor tech hack's job description to take much crap from anyone. He's not supposed to be rude, either, but it doesn't sound like he was, much. You interpreted it as such from hearing him, but from what he said, it doesn't sound like it.
But like I said, different form of business.

 

[silent tone]

Just cut the guy some slack. Maybe he just got off one of the calls where the user adamantly claims they did XYZ, and upon investigation the tech finds that this was impossible. Some techs trust your word implicitly. With other techs, trust is something you have to earn. Some companies have a policy of one way or the other.

 

[ScottMac]

Many / most diagnostic call centers have some sort of "grid" that has to be filled out in the ticketing system (in the Work Log) to set up a foundation of basic information so that future action on the ticket has all of the information up front.

It may even take the form of a "Checklist" ... it's a quality control thing imposed by management to make sure all of the typical / basic troubleshooting has been done before escalating to a higher tier.

It's usually better to wait until the questions are asked than to spew all of it out in one (usually rapid-fire) paragraph. Chances are the call center tech can't type as fast as people describe the problem and any previous troubleshooting info ... and if they are working a grid, jumping from field - to - field, it slows things down even more.

From what you've described, I believe you were out of line.

Chances are that all you did was ensure that you made it to the intra-cube conversation ("You should have heard this a$$hat I had this morning ....) and the Twit List.

With any luck, your call was also recorded and could be used for future training ("How to handle a 'difficult' customer").

Short summary: Wait for the question, provide a short answer (as short as possible). If you think you have some significant information that hasn't been requested, say so, and wait for some indication that the call center tech is ready to receive the information.

FWIW

Scott

 

[CptFarlow]

Check out this site. Some of the stuff is older, but still just as funny.

Link

 

[StinkyPinky]

Originally posted by: episodic
Me: My dsl is down. I have a Speedstreem 5260 modem. I have powercycled the modem and it still does not sync. I have checked all of my connections, checked my computers ethernet connection diagnostically, and ensured that my jack was in good working order.


Tech: What is your login id?


Me: *my login id here*


Tech: Did you powercycle the modem?


Me: Were you not just listening?


Tech: Did you check the connections and ensure everything is plugged in properly?


Me: You obviously do not care about me or my problem and you have zero ability to listen to my conversation. Please connect me to a supervisor.


Tech: *obviously pissed* - I am trying to help you sir - if you could just answer my questions.

Me: Arghhhhh.... slam. . .


Sigh - 2nd tech did the diagnostics, found the problem, gave me a 15 minute eta - internet is back on.

Man, you suck. He had to ask for procedure or in case the conversation was recorded. He probably did hear you. I had a friend who worked this type of job and he can probably hand most network admins their ass when it comes to this type of stuff. But even he has to read out scripts and sound like a knob.We all have to start somewhere and you didnt even give him a second chance.

 

[RelaxTheMind]

You gotta have patience with them... you either get helpful people or irritating mofos... good days/bad days, but that seriously isnt anything compared to talking with Sony tech support or any other company that outsources to india. Takes like 30 minutes to give them ur address half right and they have the nerve to think u have the problem


didnt even give the poor tech a chance. you probably made him hump off a bridge.

 

[desk]

Originally posted by: RelaxTheMind
You gotta have patience with them... you either get helpful people or irritating mofos... good days/bad days, but that seriously isnt anything compared to talking with Sony tech support or any other company that outsources to india. Takes like 30 minutes to give them ur address half right and they have the nerve to think u have the problem


didnt even give the poor tech a chance. you probably made him hump off a bridge.

thats an odd way to relieve stress.

 

[Baked]

If you're so smart, you wouln't have to call tech support.

 

[eigen]

Originally posted by: Baked
If you're so smart, you wouln't have to call tech support.

QFT

 

[MithShrike]

Well, your first problem is you have a SpeedStream. The second problem is techs with call flows. Now I am a tech but I do not use a call flow chart.

 

[lavagirl669]

tech like most is an idiot....*sigh*

 

[y2kc]

Originally posted by: episodic

Originally posted by: Pacfanweb

Originally posted by: KruptosAngelos

Originally posted by: desk
man, you have a really short fuse. im sure he's going off some sort of check list.

cut him some slack... im sure he already hates his job, you don't need to make it worse.

He should have checked everything off then instead of wasting his time asking questions that were already answered.

Or maybe you (OP) should just try not being a dick for once. The dude is just trying to do his job, and asswipes like you don't make it any easier.

Most ppl back down when things like this are said. Actually, I don't believe I was being a 'dick' at all. I calmly stated what was wrong and what I did in clear English after the person said 'How may I help you?' The fact that he totally ignored me was moronic, and the tension in his voice after I reminded him that I had just told him everything he was trying to ask me was not excusable in a customer service position.

Rather than get tense and defensive after I reminded him that I had already given him all the data I asked for, he could have said a variety of things. For instance, "Sir, I did hear you but was temporairily distracted by a coworker, excuse me - but could you please repeat yourself?". I would have cheerfully repeated myself. Getting tense and defensive is no way to be with a customer.

My feeling is maybe this guy sucks at his job and should find another line of work where he can remember one sentence at a time for a few moments rather than waste anymore of my or anyone else's time. OR if that was not the problem, he needs to get an attitude change which will render him more polite and less defensive. When I am a paying customer and I ask to speak to you supervisor - Dont ARGUE WITH ME - as I am already unhappy and simply trying to hide the supervisor from me is not going to make me go away.

It was amazing the next tech person that answered my 2nd call was bright, intelligent, cheerful, and listened. No complaints there. I did complain about the 1st guy though.

Yes, I have held crappy entry level customer service jobs, and I done them well - and I never disrespected a customer - no matter how much crap was shoveled in my direction - why? Because it was my job.

According to your original post you immediately asked for his supervisor after telling him he lacked the capacity to listen. When did he have the opportunity to calm you down (after you became SO upset over being asked 3 simple questions) I just think you could have handled yourself differently as well (and probably gotten the same result from the first call that you got from the second).

I think you went into the situation with frustrations (having to do with the outage) and your reaction to his asking you his scripted questions was uncalled for, pompous and rude.

but hey, whatever floats your boat Big Guy.

 

[cmv]

Possible reasons why the tech is not an idiot:
1) Newly hired and is told to handle calls in a certain sequence following the script. That scripts do not match reality or how to handle that has not yet been figured out by this tech.
2) Tech is at the end of a 12+ hour shift and now has practically no attention span left.