by Kevin Fears

Created on: July 22, 2008

TECH SUPPORT. HERE'S A THOUGHT

You've done your research and found that hot item to make your friends jealous. Of course you read the user reviews on it. Right? Since that would be one of the best ways to discover any flaws in a product or company policy. [Like no refunds or exchange for exact item only.] Even a web search for blogs and forums may seem like a lot of trouble but could save you a fortune in Tylenol.

Tech Republic is one example. Once you're registered and submitted your query, it will automatically email you once a response has been given or there is new information relating to your subject. There are actually some fairly high tech professional and knowledgeable people there sharing their time and know how. These sites and others like them are deep wells of free experience for your perusal.

Decision's made. Card's been charged. Product shipped. And we wait for that RUSH delivery. After tracking your item and arranging your schedule to meet the truck, it arrives, you install it, click

Hmmm. Don't panic. Find the instructions and any diagrams if there are any, and take the time to actually read the manual.

You double, then triple check all connections and drivers and settings and still, nothing but paperweight. The first thing is to get all your info written down and ready with pen and paper handy. Set up your fax ahead of time, because the last thing you'll want to do now is have to call back.

Now you're mad and rightfully so, you call up the support number and wade and wait through all the options to finally ferret out a live person who doesn't try to hand you off to another dept. This would be a great time to maintain a cool, but firm professional attitude. Nothing to it right?

"Please listen because our menu has changed"

How many times have you wondered how long back it's been since that change? This is your first clue that you've been introduced to the maze.

Ask yourself. If you had their job, listening to, answering to, and having to be polite to irate people for eight hours straight, five days a week, would you stick to your ethics? While your at it, ask yourself how long you'd be willing to keep that job. Think about it, a butt chewing would almost be a break because you know there is only one person to deal with. You're literally getting it from both ends.

Of course that still doesn't excuse unprofessional behavior or bad business practices. It's still the job you were paid to do and how good or bad it is, is part of the deal you agreed to for

• 1
• 2
• 3
• Next Page >>