Rickresource Rickenbacker Forum

customer support seems to suck across the board ... I guess that is why I am a DIY (Do It Yourself) guy ... I build my own basses, I build my own speaker cabinets, I build my own computers, and in many other categories I am DIY ... the problem is I am not an expert in enough things so sometimes I have to rely on idiots ... #$%^%$@!!!

Well... the idiots go both ways when it comes to customer service. Of course you are there to support customers who are having problems, but...

I do a lot of customer support for refrigeration compressors. The customers in this case are supposed to be refrigeration mechanics and technicians. 9 out of every 10 calls are from people who should never be near a tool box, let alone a technical application like compressors. I have a favorite situation description of these folks. It is akin to calling up a garage and saying "My car won't start. What's the problem?"

Best part: when you try to help troubleshoot and you get "How do I do that?" when you ask the technician for the most basic parameters (like temperature).

I totally understand the frustration of calling a support line and getting an idiot. But I also understand answering the support line and getting an idiot.

So all that being said, the thread title is correct.

...Dean

Dean: I know what you're talking about. I handle technical support on commercial air conditioning equipment and control systems. The vast majority of 'cold calls' I get from service techs are too stupid to describe. They don't know anything, can't identify the model of the unit in question, and often aren't sure if we even built it. They just want me to tell them how to fix it, whatever it is. I don't know how these guys can survive in business or feed themselves without being more resourceful.

Yea When I used to manage a body shop I would get a call from someone who had damaged their car and wanted to know how much it would cost to fix. I'd tell them to bring it by if it was drivable and I'll write up an estimate. They would say well can't you tell me over the phone? Then with tongue in cheek I would say Well you'll have to pull the car closer to the phone.

Brian: It's so easy. When some unreasonable person demands a quote from me with little or no information provided, I just say it'll cost a million dollars. When they argue, I say that's my price!

So are people getting dumber across the board?

I have worked in call centers for 7+ years. I think part of the problem is that being a call center rep is an entry level position. I'm hearing very many same arguements about call center as was stated for Guitar Center for example. If a high-calibur person is hired in, they are quickly promoted to a supervisor level.

Let's face it, who would want to sit and answer calls back-to-back for 8 hours. No one calls into customer care to say, "Great job! My bill is perfect. Keep up the good work." It is a thankless job. Do we tell new hires going into the job what to expect? Absolutely - however, until one experiences that it doesn't sink in. For many, this is their first job and the turnover is high.

As an aside, much like former waitresses tend to be bigger tippers, I find myself being very patient when I have to call into to customer service and usually have a decent experience.

When phoning a call center, I try to be polite, prepared, and reasonable. That usually works for me.

I ran my own design/prototyping/product development business in SoCal for 25 years. I formed a number of great relationships with vendors during that time, and established an equally pleasant client base.

Whenever I needed a tool, a machine, or materials, a quick run to a supplier or a phone call would be made, and usually the same day my requirements would be met.

Now I'm in SF, dealing with the vendors here. It is a joke. It sometimes takes three phone calls to remind a vendor to deliver my order. Service is the most lackadaisical I have ever seen.

After about a month of fighting an uphill battle against poor materials and worse service, no technical backup, and surly customer reps, I decided to source all my materials except paint from my old vendors in LA. It adds two days to the cycle, but at least I know what to expect.

My paint vendors here in SF are very spotty in delivering my orders and often get them wrong. Drives my secretary nuts. Then she downloads onto me...

people are not dumber ... they are lazier ...

Quote:
"As an aside, much like former waitresses tend to be bigger tippers, I find myself being very patient when I have to call into to customer service and usually have a decent experience."

I have to remind myself whenever a telemarketer calls that it's just somebody doing their job & they don't deserve to have people be rude to them, so I'm patient & polite, but firm. It doesn't take much effort.
Hopefully they appreciate that. Another thankless job, so why make it more difficult for them.

Kevin,
I tend to disagree. Being a former waiter and busboy in my high school days, one thing I learned is that type of service matters. When I'm at a restaurant or bar, I tip the waiter or bartender based on how they treat me. This may come off as being elitist and I don't mean to be, but I'm the customer and even when I appear approachable, friendly and humble, is still get treated with prejudice.
Just last week, I went to a club where not one bartender looked me in the eye and I waited for 10 minutes before I was asked if I was helped when he darn well he knew I wasn't. Smart ***. And it wasn't even that busy. Plus there were 4 guys there. I order the drinks for my wife and I, put it on my card and wrote in the tip area, $.25. Remind you, the place was uber fancy. I knew he would feel insulted but I'm sure in his eyes, he could care less. But it felt cathartic to me.

As for Telemarketers, I've had friends that worked in those places and I did for one day. I'm sorry, but some of these people are straight up rude and pushy. I'm patient and polite, but when I speak, it's like that dell recording. They don't get the idea that I'm not interested. I just politely state that my number is unlisted and they are obligated to remove my number from their list, by law.
Also, it helps to be on this list as well and it works, no more telemarketers.
https://www.donotcall.gov/default.aspx
It's gotten to the point that recordings are being spammed out to phones....again.

It's all about service and you get what you pay for.

When telemarketers manage to get through to me at home, I just put them on hold. It's amazing how long some will hang on before they finally give up.

The last telemarketer that managed to get through to me said "Hello, this is Mountain Research"!...I said, sorry I have no mountain data to give you, and hung up.

when I realize it is a telemarketer I just hang up ... I don't get mad I just terminate the conversation ... I will not buy anything from a telemarketer or a spammer ... unless I absolutely need it right now to stay alive ... I figure if nobody buys from them then that type of marketing will cease eventually ...

there are a few charity telemarketers that I am polite to ... but that is an exception ...

I get lots of telemarketers for "yellow pages and online directories"; I tell them I don't have or use the telephone. Always stops them in their tracks!