MMMiii!

Why are there customers call tech support and tells us that their internet is not working… and when you start troubleshooting, you find out that the customer isn’t home?

Why are there customers don’t pay their bill and then get mad because they got disconnected?

Why are there customers blame their internet service provider for everything that goes wrong with the computer and expect the internet tech support to fix it? (i.e. computer not booting up, blue screen of death, mouse not working, popups, etc)

Why are there customers who get mad when you tell them their issue is more of a [insert 3rd party product here] when it obviously is?

Why are there customers who call tech support and use them as a telephone operator service?

Why are there customers who call and tell you that their internet isn’t working… and they have a power outage…?

Why are there customers who get verbally abusive (swear at the agent) because they expected the modem to be pre-configured and all they have to do is to plug it in and it wasn’t like that?

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Well, so many questions. But of course, they’re just a percentage of the total customer population. Like I mentioned before, they wouldn’t be calling if they knew what the problem is. They won’t be calling if there is no problem. And of course, the calls we get are those that have problems.

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I had a call today. The customer got disconnected in error. She wanted standalone DL without the phone since they said they don’t really use it. So the stupid phone people disconnected the phone. Hence, the customer’s DSL service got disconnected as well. The poor customer decided to give the company a second chance. The customer ordered again, this time specifically saying that they want their internet back and they don’t need the phone. It worked for a couple of days, and then BAM! They got disconnected again.

And then I got their call.

The customer said explicitly, specifically that she wanted standalone internet. Even someone who understands just basic English should be able to understand that the customer wanted the DSL without the phone. But it seems like the customer wasn’t understood again. This call was actually funny and annoying at the same time. Mother and son were both on the phone. The mother was telling me that I was working for a bad company (It’s not like this was the first time I heard that) and that I should change jobs and that I sounded sweet (I just HAD to add that since the customer said so) and that it’s a big waste for someone like me to be working there.

The son was trying to tell his mother to shut up in a nice way and I was really amazed that his mother was overtalking him and at the same time he was still being polite. I’ve had some mother-and-son calls wherein the way the son speaks to his mother made me cringe.

But anyways, back to my company.

My company isn’t that bad. It’s true, I work for this company who’s occasionally made errors. Maybe 1 out of 100 make a mistake. Heck, I almost made a mistake myself today. But it’s not that bad. The company tries hard to make it’s customer service level exceptional. Heck, our jobs depend a lot on customer satisfaction. And I do get some calls and the customers tell me that their service is working very well.

Sure, I don’t get a lot of calls with customers telling me the service is great. But think about this: If everything is working fine, would they be calling at all?

It may sound like sometimes that a certain application from this company sucks so bad. But of course, if it’s working properly, why would they call at all. It’s not working properly that’s why they call. It just so happens that teh fail is so hard that we get a little difficulty fixing things.

They shouldn’t be too hard on the company. I’m not defending the company. It’s not that I’m loyal, but I would say that nothing is perfect, but at least it tries and strives hard (and spends a lot) for perfection.

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