Everything is so serious these days that it is nice to find some levity. This is good – a company recently tracked aspects of 75,000 tech support calls. They have some gender-related data (emphasis mine): Male callers: 64% didn’t bother to read the instruction manual before calling for help. Female callers: 24% didn’t bother to read the instruction manual before calling for help. Male callers: 12% just needed to plug in their gear to “resolve their issue”. Female callers: 7% ditto! Female callers stayed on the phone with tech support 32% longer than male callers. 66% of tech support operators said they preferred dealing with female clients, anyway. So according… Read More
Continue ReadingOdd Hold
I’m on hold this past week with my website hosting company with some questions about our account. I have a somewhat complex question/request for them which requires the customer service rep to put me on hold to obviously research it. I don’t mind being put on hold as I am ever hopeful they come back with the solution. However, I was a bit shocked by the hold music when she put me on hold the first time. The song was Another One Bites the Dust. I kept waiting for the dial tone as surely she was preparing to hang up on me. I was relieved when she returned. I explained… Read More
Continue ReadingBBD-Pay For Customer Service
BBD=Bad Business Decision. I am always amazed that companies want to charge for customer service, but obviously it must work for them. I can see where computer customer service is a difficult thing since you often have uniformed end-users. However, this abcnews.com story is over-the-top (my bold): Many consumers are used to getting customer service on the phone from international call centers, but now some companies are offering domestic aid for a price. I just laugh when I read it. Extra charges for domestic support just seems insulting to me as a consumer. Again, I may be really out of touch on this one. The article continues with worse news:… Read More
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