Quote:
Originally Posted by GeoffC
Rant 1 :
Damn - that's 6 mice caught in the kitchen, now - and not one look of apology from any of the cats ...
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I take it that it wasn't the cats catching the mice in the kitchen?
(One of our late cats used to love bringing me half dead mice when I was cooking...
)
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Rant 2 :
Why, oh why, do support personnel never read, fully, the question/comments I write. Recent communication with 2 big firms have been appalling, looking like they scan the message and pick out 'key-word' and then apply a stock answer. Do they not realise FAQs only go ---- so ----far ?!
One issue has been bouncing back and forth for over 3 months! Problem with this one is, that even when I reply to their response, another advisor gets involved and it is plainly obvious that they treat the email as a 'first', and not appreciate that there is 'history'.
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I suspect they're not paid enough to care, have targets to meet in terms of numbers of calls answered, and don't see the job going anywhere so have no incentive to be slightly more helpful than the minimum required. None of which helps the customer on the receiving end.
All of which is why I nearly had a go at my boss earlier when he suggested we should have more of a service desk mentality. It turns out he meant the opposite and that that we should do what we are currently doing, only better.
Ahem. Sorry. Customer service is something I'm rather passionate about, and I really loathe artifical targets being placed on those doing the support when they hinder things getting done.
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Vent 1:
And then we have the advisor comment; "I've explained it to you", "It's your fault for not understanding !" (from 2 other companies).
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grrrr