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That's funny. I had a problem with my ADSL connection that lasted for over a month. I spent two hours and forty minutes on the phone, spread over, IIRC, 15-20 calls, with the cycle going 1. "What's the problem", 2. "Blah (upstream network problem on their side)", 3. "Have you reset your modem?", 4. "Yes, and I've also done blah, blah, blah, and blah", 5. OK, can we call you back? 6. "Yes". 7. Go back to 1. After three weeks of this my patience was running thin and, before reporting the company to the telecommunications regulator, I thought I would give them one last chance and (very politely) emailed the CEO. When I checked my phone half an hour latter I had three calls and two emails from the guy in charge of quality (this is, btw, one of the five biggest telecoms in the world). From this point, it took them three days to fix the problem (a network systems upgrade gone wrong, not trivial), and finally got an email from this quality guy on a Saturday at 19:30. The current CEO did say he was going to make customer support a priority, and it seems he took that to heart. Can't fault him (the quality guy appears to have taken a massive chewing, by the way). I have to say, I did stay polite and sympathetic throughout. It is not the agents' fault that they have a shit CMS, and it's just not cool to be rude anyway. Besides, I've got that customer support T-shirt, albeit on a very specialised industry, and I've learned that the customer is most definitely not King. We had a "difficult" user once, who kept wasting our time and being rude to the other guys (not me for some reason), and this ended with my boss calling the customer's boss and telling him he would cancel their licence if this guy calls again. The recalcitrant user got let go that same day. |