Survey on Technical support/ Customer care?

If you were the buyer of a computer and you called the manufacturer of the system. which would you prefer to happen?


1. you are having issues with your system and you call for some help to make it work right again, and you get a tech. on the phone who understands the frustration your going through and they sit it out until the problems if either resovled or found. and a solution is given?


or


2. you would call to have it repaired or make it run right again, and you get a tech on the phone who gets your info, serial number and such. then they ask you what is wrong with the system, and then they say.. well sir, that may take me some time to research, so do you mind If I call you back at some set time that is conveniant to you? and then we may be able to find a solution to this issue.

Survey on Technical support/ Customer care?
Hello,





Given the choice of the two, I'd prefer the first. If the tech does not know the answer quickly, however, a call-back approach is acceptable if... they actually do call back and they speak my language well enough that I do not need to ask them to repeat every other word.





Patience, understanding, empathy and the desire to resolve the issue are 50% of the right formula in a phone tech. Firsthand knowledge, proper education in the subject and good troubleshooting skills are the other 50%. From my experience, something is usually missing from the skills pool in tech support people. It may not be their fault, but that doesn't really matter to the person on the other end of the phone call.





I spent 2 1/2 years as a phone tech for a high-tech test and measurement company that sold PC software along with their hardware products. Most of the support calls were about the software- it was quite complicated. I can tell you that I did not always please the caller. But I made it my mission to have and use the technical and people skills I mentioned. It made a difference. It is also costly for the tech support people. Burn-out is common and happens pretty fast. If you're looking for advice on how to run a tech support group, my advice is treat your techs as valuable assets and with respect. Give them the tools and motivation to do their jobs well and they will make your company shine.
Reply:I guess it no longer matters anyway, I lost my job even though I was able to fix a computer for a doctor that was set up for an rma. but I was able to get it to work properly but because I took the time to fix it, I lost my job.. now that to me is not right, customer service? Report Abuse

Reply:All I ever get when I call customer service lines, this is of course after sitting through the endless menu choices and being put on hold, is some Indian who can barely speak English. I have to repeat things over and over, and usually end up getting nowhere until I ask for a supervisor. Sometimes I get so frustrated with these idiots I just want to throw the phone out the window and take a hammer to the messed up product I was stupid enough to buy.
Reply:None of those Working over the phone sucks. Theres nothing like physically being able to get your hands on a computer and having it fixed.





But since i have to choose i would choose 2 it beats making guesses

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