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.