Comments on: My New Phone Support Benchmark http://polytropia.com/musings/2007/04/my-new-phone-support-benchmark/ Unsolicited commentary on that odyssey called geek life Sun, 05 Feb 2012 22:42:03 +0000 http://wordpress.org/?v=2.2.3 By: Jochen Wolters http://polytropia.com/musings/2007/04/my-new-phone-support-benchmark/#comment-1582 Jochen Wolters Fri, 25 May 2007 11:52:01 +0000 http://polytropia.com/musings/2007/04/my-new-phone-support-benchmark/#comment-1582 <p>Maybe I <em>was</em> lucky, Francis, but maybe it was just a case of someone taking their job and their customers seriously.</p> <p>As you can tell from your own experience, when you do resort to calling a support hotline, you never know how good a support service you'll receive until after the call. Which begs the question what all that hoople about "monitoring this call for quality assurance" is about.</p> <p>As users of high-tech service providers, we have been dealing with lousy customers service for so long, so it seems that all that QA doesn't do much good. To put it another way: I wouldn't want to know what customer support would be like if that QA monitoring does have an effect, and what we get now is the best these companies can offer?!</p> <p>Before going down that line of thought, let's keep that lady in mind that I talked to. Good customer service is possible, and the companies providing it should ask themselves what they can do to motivate the majority of their employees to perform on that level as Miss Benchmark.</p> Maybe I was lucky, Francis, but maybe it was just a case of someone taking their job and their customers seriously.

As you can tell from your own experience, when you do resort to calling a support hotline, you never know how good a support service you’ll receive until after the call. Which begs the question what all that hoople about “monitoring this call for quality assurance” is about.

As users of high-tech service providers, we have been dealing with lousy customers service for so long, so it seems that all that QA doesn’t do much good. To put it another way: I wouldn’t want to know what customer support would be like if that QA monitoring does have an effect, and what we get now is the best these companies can offer?!

Before going down that line of thought, let’s keep that lady in mind that I talked to. Good customer service is possible, and the companies providing it should ask themselves what they can do to motivate the majority of their employees to perform on that level as Miss Benchmark.

]]> By: Francis Pressland http://polytropia.com/musings/2007/04/my-new-phone-support-benchmark/#comment-1575 Francis Pressland Tue, 22 May 2007 18:55:22 +0000 http://polytropia.com/musings/2007/04/my-new-phone-support-benchmark/#comment-1575 <p>Wow, you were lucky. I too use arcor and have had very mixed results. I have had problems sorted within hours [never as fast as your record breaking incident] but I have also sat holding the line for more than 30 mins. listening to the very annoying little tune they play at you which reminds me somewhat of the game we all played as LITTLE kids, of poking your head into the room and saying "Boo". YOu were lucky, or maybe I have been unlucky so far...</p> Wow, you were lucky. I too use arcor and have had very mixed results. I have had problems sorted within hours [never as fast as your record breaking incident] but I have also sat holding the line for more than 30 mins. listening to the very annoying little tune they play at you which reminds me somewhat of the game we all played as LITTLE kids, of poking your head into the room and saying “Boo”. YOu were lucky, or maybe I have been unlucky so far…

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