dr mongolia
join:2008-07-03
United State
 ·Cox HSI
| reply to viperm
Re: Tech support calls
IMHO, this is where it pays to have a clearly defined customer service policy. That way you know when to to say, "Sure, let me get you the number to your vendor so they can help you with that. We don't maintain the operating system (or application) so we wouldn't be the best people to ask, but if you have any problems with your Internet connection please call us any time." Etc etc. Some users may cancel due to this, but those are the users you would have otherwise lost money on anyway.
I've also found that giving out a 1-800 number as opposed to local/cell numbers makes people a LOT less likely to call with general computing questions, yet they'll still report outages/service conditions. I use kall8.com for our 1-800 setup, it's pretty nice. You can have the 1-800 number forward to whatever number(s) you wish, you can play "waiting" music on it (and a greeting message), you can set it to record every call, etc. |
maxit
join:2009-02-22
Fort St James, BC
| My Internets been down for ___ (insert number of weeks since last bill). I run an important online business, I want it fixed right now!
Onsite tech: We warned you about those trees three years ago. Those poplars have grown right in line with your antenna.
Customer: Well cut them down.
Tech: We install dishes, we don't do logging.
Customer: Well cancel my service then if your Internet doesn't "work"
My computer icon says "your" signal strength is Extremely low. What are you going to do about it?
FAVE:
what does ipconfig say your IP address is?
192.168.1.111
Then you're not connected to your network Your Windows server gives out 10.10.1 addresses
Bullshit
Open a browser, go to 192.168.1.1 and what does it say?
Login for 802.11g router
What is the IP listed on the Status page?
0.0.0.0
Then you're connected to a wireless router that's not plugged into your network.
No I'm not! What do you know anyway? My Internet doesn't work, FIX IT right now! |
