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My job is to get yelled at by customers for things out side of my control.

#tech support #ISP #Internet Tech support

Be nice to customer service

You may be wondering why you should (aside from being a decent human being) because the customer is always right. However, the service person is the one who can solve your problem and if they don't want to help you well your shit out of luck. try again on the next employee.

For example, Internet Service Providers. they are ranked the worst organizations to deal with. just by being nice, you can get a lot of things solved. In my case, my dad had an yahoo email that we could access though a recovery email but we couldn't change the password because it redirected us to ATT and we didn't have an account with that email

this is when i call customer support and immediately ask for a person because no robot is going to know how to deal with an email that does not have an account tied to it. it took 10 min of slowly explaining how we could access the email but not change it and the rep said he would forward us to someone who could help.

i got put back into the main system

so i had to spend another 20 min explaining it all over again to someone who had a heavy Indian accent. i could have easily gotten mad but i didn't i just had a hard time hearing him half the time. he must have gotten tired of us going in circles so he forwarded us again, but this time the forward went though.

The person we where actually forward to picked up, and after another 10 min explanation, where i stayed calm and explained that this would be the third time i explained this, she told me that he email WAS connected to an account. we eventually figured out that it was my moms and after passing the phone around, the problem was solved.

This is where things took a unexpected turn

i had been transferred twice. i had every reason to be mad. i had spent an hour of my time on the phone and gotten nowhere. but because i was still a decent human being and not a rage and shouty one that i could have let myself be, the rep who reset the password decided to run some tests on her end.

she asked me if i was experiencing interruptions because we had a unusually high packet loss rate for our connection and had not had a service technician visit in several years. i told her that we did and that it sometimes cut out when it rained.

she set us up with an appointment the next day in the afternoon. the technician arrived on time, and after small talking with him for a while, learned that he had been fitting internet connections for 5 years. he then proceeded to chop out 2 feet of poorly crimped and unnecessarily jumped connections (by his standers) and we go from a packet loss rate of 100,000 per 15 min to under 100.

he then explained what he did. that all the crimped connections where causing data degradation and that there where old installations that didn't need to be there anymore that where just adding places for water to get in. he even replaced the router with a newer one

i’d like to think that by being nice to this person stuck in a call center when i could have been one of those angry customers was the reason why she bothered to look into any other problems we where having and when we wanted them fixed sent the most experienced tech on hand.

so be nice to customer support. you may get more support then you bargained for

#comet tales #long story #customer service #internet tech support

On a related note to my last post...

So, first off, I am not legally allowed or whatever to say what ISPs I work for...that is why I was like vague, anyway.

I work for an ISP, we will call it, Grand Internet Communications (I don't know if that is a real ISP) and yesterday I get an email from a customer who can't get into a completely unrelated domain name email address. So I google the domain and it says it is owned by Grand Internet*...So, I am searching my documentation and I cannot find this domain name. It is just no one we handle or provide...

And, after some more googling, I found out there was another ISP called Grand Internet Companies* we are Grand Internet Communications*, so I had to call this guy and tell him that he had contacted the wrong company about his internet...embarrassing, and again, cx couldn't understand why I couldn't help him...

*not real internet company...i think..

#Internet tech support #know your ISP