Don’t hang up on customers
I worked for a company that had a major problem and people weren’t able to use the Internet service. It turns out that when I called the service provider, their technical support said in a robotic voice “There is no one to answer your call. Goodbye” and hung up on me! I couldn’t believe it. That company paid that company thousands of dollars per month.
I was able to solve the issue by noticing a brief status message in the browser, and then investigating on the computer in that company’s network that was associated with that service. Turns out that the service caused a problem on the computer and the computer just needed to be reboot to fix the issue. I was lucky. Not all status messages are visible, and since it was a simple network then it was simple to reboot the computer.
More importantly however, is that if your service isn’t staffed appropriately, then don’t hang up on the customer. At least allow them to leave a Voicemail and if the voicemail gets full, then have a dedicated person writing them down and deleting to make more space. Or have an outsourced company to take calls if you can’t staff your business appropriately.
When that business hung up on me, they cemented my decision to switch from them. There is no excuse for bad service. I suggested to the boss that they needed a better supported solution, and they trusted me to fix the problem. I fixed the problem and the company is thrilled now. You can not treat people bad and expect them to come back. It just doesn’t work.
- Stories from my Past: Work isn’t everything
- Stories from my Past: Did you try rebooting it?
- Taking care of printers in business
- Stories from my Past: Troubleshooting with a red herring
- Enabling people to help themselves with IT issues