Quote:
Originally Posted by kennyc
Dennis you or perhaps your company may be atypical -- what I'm describing is what is see as standard operating procedure for most companies these days. Never go outside the lines, never offer to go beyond, never provide any information unless asked...always cover your ass...and yes at all levels from the secretary to the CEO.
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Depends on the company and what you're calling about. I'm a tech doing systems/network/telecom admin, and the folks I have to talk to are a bit higher on the evolutionary scale than the consumer support operations outsourced to India. I may have to jump through a few policy mandated hoops and do again diagnostic stuff I've already done before calling when I have a tech on the line before he's allowed to escalate it, but that's not his fault and I display appropriate patience.
But I can generally get the answers I need, and there's a limit to the ass covering support can do without pissing off the customer and losing sales. For commodity items like gaming consoles or home PCs, they may not care. For higher end stuff, it's a bit different.
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Dennis