tag:blogger.com,1999:blog-16660456.post1602269980723531582..comments2024-03-22T08:16:45.553-06:00Comments on The Fischbowl: Customer ServiceKarl Fischhttp://www.blogger.com/profile/11121548023409279686noreply@blogger.comBlogger4125tag:blogger.com,1999:blog-16660456.post-20020898452151337282007-05-30T11:23:00.000-06:002007-05-30T11:23:00.000-06:00I, too, have been disconnected while being transfe...I, too, have been disconnected while being transferred from one department to another, or from one tech support rep. to another at HP Customer Support. However, this is about the same whether calling HP, Symantec, or just about any other computer support group. You have to have a great amount of patience and not get frustrated during the call or waiting periods (such as, "music-on-hold"). Two things about the call as shown (or recorded)...1) Even though the end user formatted the C: Drive, all of his original operating system and software was still located on the D: partition (which is hidden from the system to prevent accidental erasure). The end user could have done a "system restore" from the boot screen by hitting the F10 key... 2) If the D: partition was accidentally erased or reformatted, then the end user should have made his system restoration CDs or DVD/Rs when he first started his HP Media Center. That is the first thing that you do when you purchase one of these (and you only have one chance to make them correctly, and they are verified during the process), so, the end user didn't read his system information or user's guide when he first bought the PC. Granted, jumping over the "accent barrier" on a phone call to India is difficult, but not impossible! But even companies like Symantec and HP, whose tech support agents are in India, now have "live chat" screens in which this information can be typed, rather than spoken. but, of course, you need to be connected to the Net in order to do this. Perhaps we should consider the amount of calls which these companies receive on a daily and nightly basis and the expected amount of problems just with verbal communication of the issues. Also, the end user could have had his model number and serial numbers at hand BEFORE making his call! How do I know this? Because I also have an HP Media Center PC and support tech issues with my clients, family and friends. But thank God HP has both the complete and non-destructive system restore routines in their Media Centers! If you follow the basic directions, you will have everything that you need to bring the system back to factory condition, and the non-destructive restoration preserves your personal files, desktop and other folders,... you just need to reinstall any additional software which was loaded after the purchase or first use of the system. In short... it all works as I have done this twice with my system since I first started using it.Dr. MIDIhttps://www.blogger.com/profile/03641033104941771635noreply@blogger.comtag:blogger.com,1999:blog-16660456.post-71260093420066503112007-05-19T16:24:00.000-06:002007-05-19T16:24:00.000-06:00Love the clip. Like bkitch, I shared the caller's...Love the clip. Like bkitch, I shared the caller's frustration (and laughs). He didn't have to endure the usual tone-menu system ("Press one for an interminable delay listening to tuneless hold music, press 2 to speak to a person with such a poor command of English that you won't be able to understand a word, press 3 to be cut off ...").<BR/><BR/>If only company execs would actually try out their own call centre systems at peak times!<BR/><BR/>I've been a one-man IT help/service desk too in my past, and it's hard. The more helpful you are, the more they call. However, they soon learn to tell from the stress in your voice whether now is a good time to discuss which home PC to buy or whether to let you get back to that evil mail server that keeps crashing every 15 minutes ...<BR/><BR/>I'm currently reading two fab books by IDEO exec Tom Kelley about innovation for products and service s. Great ideas there. Sounds like HP for one could do with a lesson.<BR/><BR/>Regards,<BR/>GaryGaryhttps://www.blogger.com/profile/03271148849000325301noreply@blogger.comtag:blogger.com,1999:blog-16660456.post-51279579809230410752007-05-18T07:25:00.000-06:002007-05-18T07:25:00.000-06:00I don't believe for a second that your customer se...I don't believe for a second that your customer service is even remotely related to the type we see here. So often we hear that education should be run more like business. NOT in this case. In the case of customer service, I think business should take a lesson from education.Mary Minerhttps://www.blogger.com/profile/12706520029657774382noreply@blogger.comtag:blogger.com,1999:blog-16660456.post-54184900842360833872007-05-17T07:09:00.000-06:002007-05-17T07:09:00.000-06:00First of all, I can completely related to the cust...First of all, I can completely related to the customer caller in the clip. I could feel myself getting irritated with the customer service just watching it. I think this is a great analogy to students. My husband and I constantly talk about how EVERY job is truly just serving customers (or so to speak). I think that the surveys that the students took for 21st century are a huge insight to me about my customer service and where I can change to make some improvements. Maybe we can talk about this when we debrief about the surveys on May 22nd.bkitchhttps://www.blogger.com/profile/05950261563703794986noreply@blogger.com