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Customer Support

Discussion in 'Employment & Jobs' started by Pablo1888, Jun 29, 2005.

  1. Pablo1888

    Pablo1888 Byte Poster

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    I know this might sound like a silly question but I was asked in an interview recently "A customer asks to speak to the manager but he is in a meeting, how would you approach this?". The job was for 1st line Tech Support and not having a lot of customer based experience I don't think I answered it too well.

    How would any of you have answered it?
     
    Certifications: MOUS Master, MCP 70-210, A+
    WIP: CCNA
  2. Boycie
    Honorary Member

    Boycie Senior Beer Tester

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    I think I Would probably reply. "I am sorry he is unavailible at the moment, is there anything I could help you with or shall I pass a message on for him to call you back"
     
    Certifications: MCSA 2003, MCDST, A+, N+, CTT+, MCT
  3. Uruloke

    Uruloke Nibble Poster

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    Having worked for nearly 3 years doing tech support for a major telco company, I came across a lot of irate customers wanting to speak to a manager or team leader. Below is an example of a typical conversation I have had:

    Cust: "I want to speak to your manager"

    Me: "May I ask what it is regarding?"

    Cust: "I don't want to tell YOU, I want to complain to the manager"

    Me: "Ok, I'm not sure if he is available, let me try his extension Mr XXXX, are you ok to hold?

    Cust: "So long as I am not waiting long!!"

    Me: "I'll be as quick as possible Mr XXXX, thank you for holding"

    I would then put them on hold and just wait 15 seconds, go back to the customer and...

    Me: "I'm sorry there is no answer from his extension, it's quite possible he is out of the office today"

    Cust: "Well what bloody use is that???"

    Me: "I do apologise Mr XXXX, perhaps if you explain to me the problem you are having, maybe I can help?"

    90% of the time that would sort it, the customer would tell me the problem s/he having and then I would fix it. :)
     
    Certifications: GNVQ (Going Nowhere Very Quickly!)
  4. nugget
    Honorary Member

    nugget Junior toady

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    I would say "Mr Manager is in a meeting at the moment but I have your telephone number. I will pass the request on as soon as possible for him to call you back, but in the meantime is there anything that I could help you with?"
     
    Certifications: A+ | Network+ | Security+ | MCP (270,271,272,290,620) | MCDST | MCTS:Vista
    WIP: MCSA, 70-622,680,685
  5. Jakamoko
    Honorary Member

    Jakamoko On the move again ...

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    What they said, Pablo. Out of interest, is the support job with anyone I might know ??? :wink:
     
    Certifications: MCP, A+, Network+
    WIP: Clarity
  6. nugget
    Honorary Member

    nugget Junior toady

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    What would you say Jak??:tune
     
    Certifications: A+ | Network+ | Security+ | MCP (270,271,272,290,620) | MCDST | MCTS:Vista
    WIP: MCSA, 70-622,680,685
  7. Jakamoko
    Honorary Member

    Jakamoko On the move again ...

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    OK Nugg, it would entirely depend on which level of managagement the customer wanted - which generally translates as "the Big Boss, Head Honch, Numero Uno" etc, etc...

    Obviously, in my case anyway, and I'd imagine most cases, this is not going to happen. Therefore I would commence by saying that it was simply not possible to put a customer through to the MD (cue more greeting and whining), as that channel is not available to me.

    They would then almost certainly ask for my supervisor (bear in mind I would have naturally offered to help personally by this point). I would reply that my supervisor/ team-leader/whatever is not available to take the call at this present time (whinge, moan, whine, why not ???). I would explain that they were either on a call, in a meeting, training, etc. Under no circumstance will I pass a call straight through. I would then offer a callback from the supervisor on a suitable number for the customer, and advise them that they will receive a call hopefully within business hours, and certainly within the next 24 hours.

    In the time it will take me to tell the customer this, I will have checked the full notes on our CRM and most likely worked out what the issue was regarding, and in many cases would be able to offer an update, or even a resolution to the original problem which they are calling to moan about.


    But then that's just me :)
     
    Certifications: MCP, A+, Network+
    WIP: Clarity
  8. Pablo1888

    Pablo1888 Byte Poster

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    No Gav it was elsewhere. Unfortunately I still haven't heard anything.[​IMG]
     
    Certifications: MOUS Master, MCP 70-210, A+
    WIP: CCNA
  9. Mitzs
    Honorary Member

    Mitzs Ducktape Goddess

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    The promble with this Jak, is that by the time we have gotten to the point that we are asking for your boss is because we are general pissed off because our promble hasn't been solved by help desk personal. So why should we the paying customers have to yet once again explain a situation that we know dam good and well you guys can't fix because you hadn't the last 4 or 5 times we call? Why must we go though a stress level that we just want to choke the living shite out of you guys? That is not the service we are paying for. Why can not a manager just get on the dam phone if help desk can't provide a solution the first or second time. Why must we the cumtomers be pushed to become postal?
     
    Certifications: Microcomputers and network specialist.
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  10. Arroryn
    Honorary Member

    Arroryn we're all dooooooomed

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    I should imagine call centres are a nightmare to work in.

    I work in a sales office where we do conversational selling, no cold calling. There are a whopping 8 of us in the office. But the manager still isn't available if a complaint comes through. Meetings, calls, training, and these are all genuine pass-offs.

    They're not available because they're managers. They're dealing with the crap the techies aren't paid to deal with (or they're drinking coffee). These activities do not revolve around waiting in their office waiting to take complaints.

    I agree with what has been said previously, but I'd like to add some more. Whenever I've called any helpdesk with a complaint - bank, PC, anything, I've never done the irate. I've never ranted, etc, because it's just damn annoying. When I get a customer ranting to me on the phone, it makes me want to help them a hell of a lot less. If someone is being calm and clear, it makes the job easier - it's much more likely to be completed quickly and well.

    Nine times out of ten, the manager will look at a complaint, ask you the resolution anyway, and tell you to go back, call the end user, and give them the info 'on the manager's behalf'.

    It's frustrating, but it's the way things work. Deep breath, count to ten, and don't shout down the phone. It's easier, quicker, and more likely to help things get accomplished.
     
    Certifications: A+, N+, MCDST, 70-410, 70-411
    WIP: Modern Languages BA
  11. Jakamoko
    Honorary Member

    Jakamoko On the move again ...

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    Couldn't agree more with you Arroryn - I'd go more than the extra mile with someone who is calm and rational, than the "screamers" (who I will still obviously try and help.

    Mitzs - sounds like you're venting off on a particular example here. Take it easy - we're discussing a specific scenario in a question that was asked above. I understand that helpdesks can be frustrating, but try an remember that the Guys on the phone are also trying to help you, and a problem may be more deep-rooted than you the customer actually thinks. As was also mentioned, managers taking a call is a last resort - it ain't what they're there to do.
     
    Certifications: MCP, A+, Network+
    WIP: Clarity
  12. michael78

    michael78 Terabyte Poster

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    I'll be the first to admit that I get annoyed at call centres as with some (Not all) they are pathetic and the person on the other end doesn't seem to give a toss. An example would be Tiscali where I rang up their support line as my girlfriends modem was faulty and all they could come up with was to try to send me another cable after explaining that the modem's cable was hard wired to the modem the bloke on the other end was still trying to send me a cable. I'm not exaggerating when I say it took 30 minutes or so and several times of graphically describing that the modem's cable couldn't be replaced that he finally said he would send me a replacement which I asked for in the first place. The worst bit was that it never turned up and there was no record of the next time I rang asking where the replacement was. Admittedly the call centre was in India and they couldn't understand my Geordie accent eventhough I haven't got a strong accent in the first place.:rolleyes: Bit off the subject but I had to get it off my chest...:twisted:
     
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