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  #1814054 6-Jul-2017 18:46
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richms: ... Usually the wide, slow ones too.


The cars, the lanes or the people? ;)

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  #1814056 6-Jul-2017 18:48
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People.




Richard rich.ms

 
 
 
 


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  #1814116 6-Jul-2017 19:48
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People who deliberately or recklessly mislead other people on their legal positions/rights, especially when they are not qualified to dole out advice or comment.

 

 

 

 


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  #1814299 7-Jul-2017 11:25
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The fact that no large company ever seems to have enough people answering phones that you do not need to spend ages on hold.






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  #1814309 7-Jul-2017 11:34
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Geektastic:

 

The fact that no large company ever seems to have enough people answering phones that you do not need to spend ages on hold.

 

 

They could employ more staff, but then you will complain about the increased prices and go elsewhere, and back to long wait times


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  #1814312 7-Jul-2017 11:42
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tdgeek:

 

Geektastic:

 

The fact that no large company ever seems to have enough people answering phones that you do not need to spend ages on hold.

 

 

They could employ more staff, but then you will complain about the increased prices and go elsewhere, and back to long wait times

 

 

I probably wouldn't. Indeed on many occasions, I would opt for a "if you would like an immediate answer and are prepared to pay $5 press 1" choice if it was available, depending on what the nature of the business/call was. My time is worth money.






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  #1814319 7-Jul-2017 11:48
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tdgeek:

 

Geektastic:

 

The fact that no large company ever seems to have enough people answering phones that you do not need to spend ages on hold.

 

 

They could employ more staff, but then you will complain about the increased prices and go elsewhere, and back to long wait times

 

 

I have managed support desks, it's a fine line trying to adequately man within tight budgets. 





Mike
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The views stated in my posts are my personal views and not that of any other organisation.

 

He waka eke noa


 
 
 
 


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  #1814327 7-Jul-2017 12:05
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Geektastic:

 

tdgeek:

 

Geektastic:

 

The fact that no large company ever seems to have enough people answering phones that you do not need to spend ages on hold.

 

 

They could employ more staff, but then you will complain about the increased prices and go elsewhere, and back to long wait times

 

 

I probably wouldn't. Indeed on many occasions, I would opt for a "if you would like an immediate answer and are prepared to pay $5 press 1" choice if it was available, depending on what the nature of the business/call was. My time is worth money.

 

 

That cannot work. To support a low wait time you need enough staff to give a low wait time. Plus the extra for when there is a problem and everyone calls up.

 

So you would need all customers to be happy with a permanent low wait time and higher prices


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  #1814334 7-Jul-2017 12:13
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MikeB4:

 

tdgeek:

 

Geektastic:

 

The fact that no large company ever seems to have enough people answering phones that you do not need to spend ages on hold.

 

 

They could employ more staff, but then you will complain about the increased prices and go elsewhere, and back to long wait times

 

 

I have managed support desks, it's a fine line trying to adequately man within tight budgets. 

 

 

Doesn't that apply to basically every position in every department?

 

My skepticism about how resources are allocated in some companies is that when giving up after being stuck on hold waiting for customer support, I've had reasonable success by calling back on their sales line number, get picked up immediately, and after brief pleasant conversation, get patched through to someone who picks up immediately.

 

 


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  #1814338 7-Jul-2017 12:18
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The problem is you get stupid people thinking that them spending money (probably only $20-30 a month) with a company entitles them to call and talk to people about things for hours on end about things they could find online or are not the companies problem.

 

I know of people that call the phone company when they cant work things on their phone that are nothing to do with making calls or setting up data. Time wasting crap like that and people thinking they are entitled to support are why times are so high.





Richard rich.ms

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  #1814341 7-Jul-2017 12:19
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Fred99:

 

MikeB4:

 

tdgeek:

 

Geektastic:

 

The fact that no large company ever seems to have enough people answering phones that you do not need to spend ages on hold.

 

 

They could employ more staff, but then you will complain about the increased prices and go elsewhere, and back to long wait times

 

 

I have managed support desks, it's a fine line trying to adequately man within tight budgets. 

 

 

Doesn't that apply to basically every position in every department?

 

My skepticism about how resources are allocated in some companies is that when giving up after being stuck on hold waiting for customer support, I've had reasonable success by calling back on their sales line number, get picked up immediately, and after brief pleasant conversation, get patched through to someone who picks up immediately.

 

 

 

 

That happens, its wastes time., You could remove the teams answering the calls then they all go to sales, then you have the same issue. Ideally, if there are no dramas going on, you should get answered within a minute. If there are dramas or a promotion, longer I assume.


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  #1814344 7-Jul-2017 12:25
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richms:

 

The problem is you get stupid people thinking that them spending money (probably only $20-30 a month) with a company entitles them to call and talk to people about things for hours on end about things they could find online or are not the companies problem.

 

I know of people that call the phone company when they cant work things on their phone that are nothing to do with making calls or setting up data. Time wasting crap like that and people thinking they are entitled to support are why times are so high.

 

 

 

 

One of my tasks as IT Manager was to travel around branches to talk to them about IT support and how they felt about the service, this was as well as customer sat surveys. It was amusing and sad to hear that when a major application went down or the branch F&P server went down everyone in the office would ring the service desk and when the first one was answered the others hung up. They did not realise that by doing that they were needlessly adding to wait times etc, needless to say I politely put them right.





Mike
Change Management Consultant
The views stated in my posts are my personal views and not that of any other organisation.

 

He waka eke noa


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  #1815746 8-Jul-2017 01:01
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richms:

 

The problem is you get stupid people thinking that them spending money (probably only $20-30 a month) with a company entitles them to call and talk to people about things for hours on end about things they could find online or are not the companies problem.

 

I know of people that call the phone company when they cant work things on their phone that are nothing to do with making calls or setting up data. Time wasting crap like that and people thinking they are entitled to support are why times are so high.

 

 

A similar thing like this happened to my neighbour with the power to his house. Big storms, lots of power cuts, and safety issues like downed power lines. Also lots of no hot water faults, due to the North shores old pilot wire system failing. Of course the best course of action for the lines company to deal with the faults is fix safety issues, then no power faults, then finally no hot water faults. But my neighbour had no power for 3 days because so many people were jamming the faults lines with no hot water faults. That it took him that long before he could finally report his no power fault. I don't know what he would have had to do if he had needed to report a major electricity safety hazard. Presumably call the Fire Service, and waste their time.






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  #1815747 8-Jul-2017 01:04
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yeah calling vector when there is a storm is hopeless, rings for a while then get an error about the application and it hangs up.

 

I gave up last time and tweeted them and got a response that way, but by then the outage was showing on the app which seems to actually work in storms now.





Richard rich.ms

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  #1816094 9-Jul-2017 01:06
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The grinding halt things come to at weekends around here.

 

Package shipped from USA. Import scan 0509hrs on Friday. Further action in the past 36 hours? Nada.

 

Interestingly it went through Customs Brokerage and Clearing Agency in Honolulu for some reason.






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