Wednesday, February 08, 2006

Computer Tech Support

You may find it hard to believe, but I am a geek. I really like learning new things and I fix computers intuitively. I can build them, upgrade them, and make them do all kinds of naughty computer things.

I have also worked at call centers helping people with billing issues and....drumroll, please... some tech support. So, this piece by the Conan O'Brien Show was hilarious. I had friends who loved messing around with customers. They would usually do it right after they were monitored because you have some time afterwards when quality control is listening to other people.

I'm sorry to tell you this, but if you're nice to agents on the phone, you get further. Imagine getting 8 hours of bitching on one shift. It all sounds the same. Crying doesn't work. Yelling doesn't work, and talking to the supervisor won't work if you are asking to break company policy. If you start freaking out on the phone, all we have to do is push your buttons and you'll hang up. If you are very calm and confident, it is more likely you'll get something done or get a suggestion that would help. Many times people get angry because customer service can't do something exactly the way they want if company policy does not allow it. Customer service can often do something similar in a different way, but if you are hung up on getting it done your way, prepare for some frustration.

Anyway, watch the video clip for a laugh.

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