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33 posts

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  #525047 23-Sep-2011 14:44
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NZCrusader:
goatboy:
NZCrusader: Well theres a few of us ccnp techs around if they want some reasonably smart people on the front line.

But we all know they would prefer a marketing monkey reading a script.


If I worked on the front line I’d find the monkey comment offensive and ignorant of how these organisations often work. 99% of the time support staff are paid to work within a fixed set of business rules dictating what they can and can’t deal with upfront. If those business rules are crap, then so is the customer experience those poor reps are expected to deliver regardless of their expertise. The choice is not a question of following the business rules or not, it’s a question of working for that organisation or not working for that organisation. Insulting those reps is akin to getting angry at your dog’s poo for going on the carpet rather than the dog itself. In my experience people with qualifications like CCNP make really bad support reps. They’re often so fixated on the technical aspect of the issue they forget about the human element of the problem they’re dealing with and can come across as arrogant by making snap judgements about a person’s intelligence…like calling people monkeys.




Well you must not know any very good CCNPs then.


As for the monkeys judgement... well if they were able to diagnose problems quickly and maintain satisfactory support, then there wouldn't be so many complaints threads & posts.

Community speaks for itself. Generally not in the favour of the current technical support abilities.



Probably people aren't getting angry with the people on the line, but with the company in general.
It is however... making people very reluctant to have to go through the front line support as generally they have not found them helpful.

Which means the problem needs addressing.


Call centre work is demoralising enough as it is without people publically labelling you and every one of your colleagues as an idiot because of the actions of a few people. Pathetic jabs in the form of name calling on a forum where these people are quite likely to see them is uncalled for. Have a bit of respect for the people in every company that come to work and go out of their way to do a good job.

BDFL - Memuneh
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  #525055 23-Sep-2011 14:58
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From now on I will be banning anyone who calls an employee "monkey", on sight. be warned.




 

 

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  #525060 23-Sep-2011 15:02
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goatboy: with TCL it's hardly a "few" people. The problem is systemic (I can't recall the last time I got a resolution first call) and has been a problem for a long time. I don't think anyone is saying it's YOUR fault, they are saying there are multiple factors. Part of the problem for resolution, is when the person/people won't admit to their being a problem.

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Ultimate Geek


  #525214 24-Sep-2011 02:51
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^ This.


Its hardly a few people.



Overseas call centers = terrible.

Marketing orientated "employees" on tech orientated roles = terrible.
*Granted that they can do both roles. Just that one of those roles doesnt make people leave with a happy smile.



^Generally speaking.



With TCL. Its just terrible.

Gfs family hates having to call up because they know its going to be painful.
My mates used to be on TCL cable, but for the discussed reason, not to mention the small data caps, they left.         


Btw what happend to don ?


He get banned ?




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Ultimate Geek


  #525215 24-Sep-2011 02:55
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freitasm: From now on I will be banning anyone who calls an employee "monkey", on sight. be warned.



Of all the words you could use to describe ones performance in a paid role.

The word above is considered the worst.  XD




     




         




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  #525280 24-Sep-2011 12:07
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NZCrusader: Btw what happend to don ? He get banned ?


Don is on a "sabatical" (temporary ban) due to a post in another thread. He knows why and will have to wait for his account to be reinstated.

 




 

 

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Master Geek


#525288 24-Sep-2011 12:18
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Didn't mean to trigger an avalanche of posts, but oh well...
In any case, took "a while" but my TBox is up and running. So all is good - thanks to Gary and Tim for helping out.

Now all I need is the contact details to invoice TCL for the 3 half days I wasting waiting at home. Tongue Out 
The 2 hrs on the phone is pro bono. 

Peace.

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