Tech Support: You Suck!
 | by Diego on January 28th, 2008 |
February’s issue of Wired features on it’s cover: Why things suck! with a photo of Sarah Silverman (from Comedy Central) wearing a t-shirt that reads “Tech Support.” The article goes on to list the top things that “suck,” and prominently in the list, one finds Customer Service.
So why does Tech Support suck? Sarah says it’s because support reps are unmotivated, they are helping up to four customers at the same time, and call centers rarely measure customer satisfaction.
Wired readers, do we have a surprise for you.
This month we joined the world’s finest IT service and support association: the Help Desk Institute. We take customer service very seriously and, as we type, are soon to release something that will change the tech support and customer service industry. Talk about incentives. Talk about passion, and talk about customer service. We are building a community offering that will change the perception of Tech Support as we know it. The Help Desk Institute will be a key part of our strengthening our devotion to change the way people understand tech support, and we’re delighted to be members.
February 7th, 2008 at 7:43 pm
I took a class in my training for IT. The HDI bootcamp, it was very informative, I especially liked it when our instructor played these audio files of some support calls gone wrong, they were hilarious. Their was a drunk lady who kept hitting on her support guy, asking if he wanted to meet up with her, LOL. But I definitely feel the class helped strengthen my ability to communicate with the client.
February 7th, 2008 at 9:36 pm
That’s hilarious. We’ll have to dig some of those support calls gone wrong and post them. Maybe Phil can find some.