Yes, customer support where people actual want to help you and with the mandate and autonomy to actually be able to help you. Not customer support that is just a bunch of monkeys who aren’t allowed to go off script.
Be nice to them. Be assertive but also be nice. That will get them to go off script if they are allowed to or escalate you if they aren’t.
If you treat them like “monkeys who aren’t allowed to go off script”? They will GLADLY repeat the same questions over and over and make your life a living hell. Because with customer support? Their metrics often benefit from you getting angry and hanging up.
Actual customer service is amazing.
Yes, customer support where people actual want to help you and with the mandate and autonomy to actually be able to help you. Not customer support that is just a bunch of monkeys who aren’t allowed to go off script.
Assuming you get a hold of a human:
Be nice to them. Be assertive but also be nice. That will get them to go off script if they are allowed to or escalate you if they aren’t.
If you treat them like “monkeys who aren’t allowed to go off script”? They will GLADLY repeat the same questions over and over and make your life a living hell. Because with customer support? Their metrics often benefit from you getting angry and hanging up.
I feel bad for the level 1 tech support folks. They’re so script driven that you have to go through the hoops before your problem can be fixed.
And why is that?
BECAUSE PEOPLE ARE FUCKING STUPID!
- Is your router on?
- Yes.
- What color are the lights?
- There are no lights.
- Please turn the router on.
I think the same thing about the service reps.
Have you tried rebooting your router?
We’ll send someone out to check your wires.
3 transfers later your router was registered to a different region in our system, it’ll take a day for the transfer of these 16 bits to happen.
Repeat next move.
THERE ARE FOUR LIGHTS!
So are unicorns.