Here are the most common SCs I get....
1). The "send the tech out today!" SC.
Sure, I can send a tech out today but the parts take 3-5 days. Unless you think I can atom transfer the part to you, then sure.
2). The "I'm not at home but can you tell me what's wrong" SC.
A true classic. Sure, you say your PC can't load windows but when I ask for the error message you say you're not at home and then get pissy with me when I ask you to call back when you're in front of the unit.
3). The "understand english till you tell them a policy" SC.
Not bashing any one ethnic group 'cause they're all guilty of doing it. Simply put, they understand english perfectly until I tell them something can't be done and all of a sudden it's "I no understand, I don't speak english very well." Have to say it over and over till they get it.
4). The "perfect reception until you tell them a policy" SC.
Similar to #3, only this time when I tell them something can't be done it's "I can't hear you, you're breaking up."
5). The "two-timer" SC.
Simple, you have to say things to them twice because the first time you said it, it was met with a "huh?," "what?," or in case of old people "Can you slow down?"
6). The "I'm stupid but I want you to talk to me like a techie" SC.
These people are dumb, you can see that giving normal steps would take a horribly long time, so you decide to give them instructions so clear that's so easy even a 3-year-old can do it. Even though it gets the job done, they fire back "stop talking to me like I'm a kid!" Well which is it, you want your problem fixed, or do you want me to talk over your head?
7). The "I'm paying for support so I can tell you what I think is wrong" SC.
Buddy, you're paying ME for diagnosing your computer. Let me do my job please.
Sure, you can give me ideas but when you fire back "No! That's not it!" it's only going to make you look foolish when the problem really was "it."
8). The I "want to keep that software even if it's causing the issue" SC.
This is almost always a damaged Norton or McAfee, but it can be any software. Most of the time, they either have a subscription to the software or they downloaded it without choosing the extended download service and in order to redownload it they have to pay for it again. Even if our analyzer software and Hijackthis comes up perfect, they still refuse to let me remove it. Usually telling them they need to format causes them to relent and when I remove the software the issue is fixed.
9). The "Why do you need to charge me again?" SC.
We have a 5-day warranty on our work done over the phone. For virus-infected PCs, the one exception that makes the warranty void is if the SC re-infects the unit. Hey, we cleaned the virus off, not our fault that you went to another porn site and got another virus!
10). The "shut your damn mouth!" SC.
These I can't stand because of the dumb comments they make that could make you fail an evaluation (audit). Examples: "After almost an hour and a half I still feel nothing has been done here!," and "So you're gonna refuse to help me huh?" (after telling him no less than 5 times we would have to send an onsite techie out for COST because he voided his warranty). Each time something like that has been said I cringe.
1). The "send the tech out today!" SC.
Sure, I can send a tech out today but the parts take 3-5 days. Unless you think I can atom transfer the part to you, then sure.
2). The "I'm not at home but can you tell me what's wrong" SC.
A true classic. Sure, you say your PC can't load windows but when I ask for the error message you say you're not at home and then get pissy with me when I ask you to call back when you're in front of the unit.
3). The "understand english till you tell them a policy" SC.
Not bashing any one ethnic group 'cause they're all guilty of doing it. Simply put, they understand english perfectly until I tell them something can't be done and all of a sudden it's "I no understand, I don't speak english very well." Have to say it over and over till they get it.
4). The "perfect reception until you tell them a policy" SC.
Similar to #3, only this time when I tell them something can't be done it's "I can't hear you, you're breaking up."
5). The "two-timer" SC.
Simple, you have to say things to them twice because the first time you said it, it was met with a "huh?," "what?," or in case of old people "Can you slow down?"
6). The "I'm stupid but I want you to talk to me like a techie" SC.
These people are dumb, you can see that giving normal steps would take a horribly long time, so you decide to give them instructions so clear that's so easy even a 3-year-old can do it. Even though it gets the job done, they fire back "stop talking to me like I'm a kid!" Well which is it, you want your problem fixed, or do you want me to talk over your head?
7). The "I'm paying for support so I can tell you what I think is wrong" SC.
Buddy, you're paying ME for diagnosing your computer. Let me do my job please.
Sure, you can give me ideas but when you fire back "No! That's not it!" it's only going to make you look foolish when the problem really was "it."
8). The I "want to keep that software even if it's causing the issue" SC.
This is almost always a damaged Norton or McAfee, but it can be any software. Most of the time, they either have a subscription to the software or they downloaded it without choosing the extended download service and in order to redownload it they have to pay for it again. Even if our analyzer software and Hijackthis comes up perfect, they still refuse to let me remove it. Usually telling them they need to format causes them to relent and when I remove the software the issue is fixed.
9). The "Why do you need to charge me again?" SC.
We have a 5-day warranty on our work done over the phone. For virus-infected PCs, the one exception that makes the warranty void is if the SC re-infects the unit. Hey, we cleaned the virus off, not our fault that you went to another porn site and got another virus!
10). The "shut your damn mouth!" SC.
These I can't stand because of the dumb comments they make that could make you fail an evaluation (audit). Examples: "After almost an hour and a half I still feel nothing has been done here!," and "So you're gonna refuse to help me huh?" (after telling him no less than 5 times we would have to send an onsite techie out for COST because he voided his warranty). Each time something like that has been said I cringe.
Comment