Technobuddy: Tech-support tips--Be prepared, polite | The Colum...
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#1 Mar 22, 2010
Having been on both sides of technical support, I can definitely agree that being civil will get you much farther than anything else.
Yes, calls are recorded, and may be pulled to evaluate the tech.
Certainly a supervisor should be requested if you feel you are going in circles, but remember that the tech is likely working from a standard process that requires some seemingly redundant operations. They are evaluated not only on whether or not the resolved the issue, but whether they followed the correct flow. The primary objective is to fix the problem, and move on to the next call that will ring in as soon as you disconnect. If it feels like you are being rushed, you are probably right, they are under a lot of pressure to keep average call time down. Most places allow from 7 to 9 minutes for technical calls from start to finish. Some techs will stay on the line as long as it takes, and hope for some very short calls to help their average, and others will try to find a quick way to get you off the phone. It's not right, and goes against company ideals, but those with very short call times usually get hassled by their supervisors much less.
Most often the techs are working in a huge call center, so getting a name or operator Id will likely be pointless, the notes on the account will show the person answering the call who worked on it last, but they normally have no way to forward you directly to that person. Even if they could, you would be on hold for a very long time.
Sometimes they simply can't help, if it's an issue with something outside of their support. If calling an internet service provider, they won't be able to help you if your compter simply won't power on (an extreme example of expectations gone wrong, but I've seen it happen)
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