And the wheel goes round.
I'm sure by now many of you know that I do tech support for Comcast. I'm sure that you're aware of just how much I'm lovin my job these days. I'm sure I've haunted most of you with at least ONE 'dumb customer' story.
Today's news: (Pt 1.)
I'm calling it Part 1 because there should be a Part 2 in the future. Even if I know that there is a slim chance that anything I say in this company will EVER be brought to light, I still have to have some hope in the human factor. So let's start this off with a little bit of statistical information.
On any given day your average tech support agent here at Comcast takes around 20 calls. I personally average about 30-40 calls (conservatively speaking, and we'll say 35 for round figures), depending on the day. Let's stretch these numbers out a little shall we?
Calls Per->DayWeekYearAverage Employee201005200Me351759100
This means that on a yearly average I take roughly 3900 more calls than the average. Now this average number that I've come up with is a toned down number from the people that I've sat next to through my years and comparing with other people. In either event I am normally in a battle with my manager over not taking long enough phone calls (? in my mind). Shorter calls = more calls taken. Anyways, back to the story at hand. In my 2+ years here I can't remember a single customer complaint filled against me. For all I know there could be 100 complaints out there, none have ever been brought to my attention.
So last week, one finally was, and I was pulled aside because of it. So we (previous manager (Brian), new manager (Cooper), and myself) listened to the call. Right after my intro the customer states he's not happy with the service because of the bill, he's had trouble, and he wants a promo. I go through the account history... Customer has had 1 technician out to their home and that was a year ago. Customer agrees and said when he called in, they gave him a promo last time, he wants the same thing. I re-explained how the customer had no technicians out to his home since last year, he's not contacted us within the past 30 days for anything aside from earlier in the day, and that we have someone set up to come out to his home in 2 days. Long story short, the guy was a dick and I told him flat out we weren't gonna give him any promo's. (He did just come off a promotion.) He hung up, then called back to file a complaint that I was "rude and unprofessional".
When I sat down with said managers, I simply told them that I was speaking clearly and educating the customer on the advantages of our service. Their answer... I should have kissed the customer's ass. So we didn't sign the write-up and instead wrote a 1 1/2 page rebuttle and turned it in to HR about 5 minutes later. To make things MUCH better. As I was walking out of this 'meeting', my new manager (Cooper) turned around and stated that he would be pulling me off the phones to have a discussion about insubordination. YAY! I took advantage of the open door policy to give valid arguments that contradicted their writing me up for BULLSHIT and now I'm going to get written up for insubordination! Woohoo! So, bunches of bullshit at work and I still managed to take 50 calls before 6:30pm. (I just checked as it is 6:30.)
What is wrong with these people?
Today's news: (Pt 1.)
I'm calling it Part 1 because there should be a Part 2 in the future. Even if I know that there is a slim chance that anything I say in this company will EVER be brought to light, I still have to have some hope in the human factor. So let's start this off with a little bit of statistical information.
On any given day your average tech support agent here at Comcast takes around 20 calls. I personally average about 30-40 calls (conservatively speaking, and we'll say 35 for round figures), depending on the day. Let's stretch these numbers out a little shall we?
Calls Per->DayWeekYearAverage Employee201005200Me351759100
This means that on a yearly average I take roughly 3900 more calls than the average. Now this average number that I've come up with is a toned down number from the people that I've sat next to through my years and comparing with other people. In either event I am normally in a battle with my manager over not taking long enough phone calls (? in my mind). Shorter calls = more calls taken. Anyways, back to the story at hand. In my 2+ years here I can't remember a single customer complaint filled against me. For all I know there could be 100 complaints out there, none have ever been brought to my attention.
So last week, one finally was, and I was pulled aside because of it. So we (previous manager (Brian), new manager (Cooper), and myself) listened to the call. Right after my intro the customer states he's not happy with the service because of the bill, he's had trouble, and he wants a promo. I go through the account history... Customer has had 1 technician out to their home and that was a year ago. Customer agrees and said when he called in, they gave him a promo last time, he wants the same thing. I re-explained how the customer had no technicians out to his home since last year, he's not contacted us within the past 30 days for anything aside from earlier in the day, and that we have someone set up to come out to his home in 2 days. Long story short, the guy was a dick and I told him flat out we weren't gonna give him any promo's. (He did just come off a promotion.) He hung up, then called back to file a complaint that I was "rude and unprofessional".
When I sat down with said managers, I simply told them that I was speaking clearly and educating the customer on the advantages of our service. Their answer... I should have kissed the customer's ass. So we didn't sign the write-up and instead wrote a 1 1/2 page rebuttle and turned it in to HR about 5 minutes later. To make things MUCH better. As I was walking out of this 'meeting', my new manager (Cooper) turned around and stated that he would be pulling me off the phones to have a discussion about insubordination. YAY! I took advantage of the open door policy to give valid arguments that contradicted their writing me up for BULLSHIT and now I'm going to get written up for insubordination! Woohoo! So, bunches of bullshit at work and I still managed to take 50 calls before 6:30pm. (I just checked as it is 6:30.)
What is wrong with these people?