Why do you call a Tech.Support Representative and "GETS MAD AT THEM"?
By pinks17
@pinks17 (2192)
Philippines
June 29, 2008 1:56am CST
Technical Support Representatives are human.They also get tired,they also want to be thanked by the people they helped,they also want to hear praises from the customer,a small talk will lighten their day as well,they also get mad and believe me they also don't want to hear customers yelling at them and saying unpleasant words from them,they don't want to be discriminated.Does anybody here wants to be treated this way...nobody right?You are calling their department because you can't connect to the internet and needs assistance,you call them up bec. you hated the company bec. of the connection they provide you.Technical support representative did nothing or anything to destroy your connection,tech.support agent is an employee of that dsl company.They do everything to help you,give you good service regardless they a tech from india or in the philippines..all tech support agents are the same..there are some communication barriers sometimes but they do their best in their simplest english construction sentences to explain to you what to do to fix your problem..but why there are some people who hates dsl tech support agents and say bad words or curse them.Give tech support agents a break.they are also human.be nice to them.ciao
2 people like this
1 response
@Matthammer (385)
•
29 Jun 08
I've worked in IT support for about 10yrs and during that time i've come across a broad spectrum of customers and clients, along with a multitude of responses to my assistance.
I was sworn at a few times in the early years by ignorant persons who generally had caused the problem themselves. In the main though most people have been appreciative of my help. You will always get a few who are angered by such things and let that spill over, but that happens in every walk of life and profession.
I recall one particular instance where a guy had PC problems but couldn't provide details required and whilst i did everything within my power he was determined to have an argument with me. At the end we had come to an agreement on how to move forward and due to my polite nature i closed with "have a nice day" as i did with all customers. He then exploded about not being able to have a nice day without his PC and all of the problems.
The very next day he dropped by to apologise profusely and continued to do so every time i saw him in the future. Often it is a heat of the moment outburst.
Sometimes i still hear a hint of someone being stroppy during enquiries, but usually upon resolve they are full of thanks.
All in all, i find it a very rewarding profession.
2 people like this
@pinks17 (2192)
• Philippines
29 Jun 08
It's really a rewarding profession.I actually owe a lot to my company that they hired me.I've been with the company for almost 2years and I encountered a lot of problems and different concerns of the customers,some are really mad,some extremely mad,but despite of the outburst I still manage to handle the situation very well.Im no longer a newbie to this business,so I've learned to be patient,more patient and extremely patient.lol.Though the job is stressful...well at times...because sometimes you bring the problem at home.You can't help it but discussed it with your partner(well my boyfriend used to work in our office as a Team Leader or Supervisor..and he started as an agent as well).But really...for me if I hear the tone of the customers voice and they sounded happy that's a rewart for me already.If I has able to pacify them and was able to give them the info and really explain to them and they started to mellow down that's another achievement..I know it feels to be disappointed if they can't use the pc bec. I too experienced it with my isp provider and I guess I also acted like an american customer who is mad at the rep. for my down connection for the internet.
By the way thanks for the response matthammer. ;p
