Saturday, September 03, 2005

Live Customer Service

Finding a real life customer service rep can be a finger numbing exercise even after you have made sense of the menu options and how it relates to the problem at hand. Someone has found hacks in the phone system that will take you to a human immediately.

Though sometimes the human you end up talking to makes having a couple of molars pulled out seem relatively painless. Technical support jobs are traditionally viewed as low end and attract below average talent. Back in the day when the customer did not know a CD drive from a cup holder that worked just fine.

Not so anymore. The customer is tech savvy and has questions too sophisticated for the rep fielding it. Patricia Seybold has the right idea when she suggests "Let customers help themselves" in her book

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