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Question for Tech Support Folks

N

NogginBoink

Diamond Member
What do you do when the customer on the other end of the line genuinely is not rational?

I'm not talking about abusive; I'm talking about the for-real tin foil hat crowd.

While I was of course tempted to have fun at this person's expense, I do want to keep my job.
 
Originally posted by: sixone
How likely is it that your conversation will be recorded?
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Going on him working at a callcenter:

"Recorded, slim - audited, almost guaranteed."

Follow the same policy as you do for a customer that won't follow instructions. If he won't let you help him, do a three-step - warn, threaten, disconnect.

- M4H
 
"difficult" users here are always escalated to a manager at the discretion of the consultant on the phone, with or without verbal warnings to the user.
 
Originally posted by: Zugzwang152
"difficult" users here are always escalated to a manager at the discretion of the consultant on the phone, with or without verbal warnings to the user.
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Seconded. If the customer is irate, abusive, or (as in this case) irrational, shuffle them off to the next level. Higher-up people get paid more than you. Let them deal with yet another delusional paranoid customer.
 
I work for tech support supporting printers, multifunctions, copiers and stuff. If they're irate just ask them to pee on the glass and ninja wipe it (wax on, wax off)
 
Originally posted by: NogginBoink
What do you do when the customer on the other end of the line genuinely is not rational?
I'm not talking about abusive; I'm talking about the for-real tin foil hat crowd.
While I was of course tempted to have fun at this person's expense, I do want to keep my job.
Click to expand...
Tell them to perform some involved complex computer-voodoo-ritual, and then call back in a few days when they've completed it. Make sure to make it complex, but "leave out a step", "accidentally", so that if they really do call back, and you get the call, you can have them perform the "forgotten step".. rinse, repeat, until they get a clue or get tired of a goose chase and don't call you back any more.
 
Originally posted by: Yanagi
I work for tech support supporting printers, multifunctions, copiers and stuff. If they're irate just ask them to pee on the glass and ninja wipe it (wax on, wax off)
Click to expand...

mauahhaha 😛 😛 thats hilarious
 
I say, if their wearing the tin foil, its your privelege to mess with them. Tellin you'll fix their problems but you need a second to get the satellites to read what is on their computer screen.

Or say you'll go fix their problems just as soon as the next shuttle leaves the moon.

And yea, I work at a university and DO these things to ppl
 
Originally posted by: NogginBoink
What do you do when the customer on the other end of the line genuinely is not rational?

I'm not talking about abusive; I'm talking about the for-real tin foil hat crowd.

While I was of course tempted to have fun at this person's expense, I do want to keep my job.
Click to expand...

Blow him off....give him some wacky advice to send him on a wild goose chase.
 
My favorite thing to do is to tell them to hold and that I am going to transfer them, and then put them through to a phone sex hotline or something. Or just keep them on hold until they hang up. Good times!
 
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