Working at tech support/ Consumables for printers

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W

wwjd_kilden

Guest
#1
#1
Half rant half trying to see the funny side of it :p

What your boss expects:

Make sure the customers don't order any more toner than what they can use within 30 days,
and make sure they don't keep stock (side note: Machines will stop printing if they lack either of most "consumables")
Spend as little time as possible on each conversation
Spend as little time as possible after conversations (If the customer hangs up before you're half- finished and you have to send an email, you should be able to finish logging the conversation, send the email, and talk to the next customer at the same time).


What customers expect:

You should know ever menu, setting and functionality of every printer, preferably by heart
The toner should arrive within a day or two
The engineer better be there the same day no matter how many others need one, because the customers company is much more important than that of all the other customers, (and could you please send the guy who was here the last time?)


.... really, it's true
 
A

arwen83

Guest
#2
#2
I hated customer service/ support. I used to sell drugs to Americans :cool: ... (working for a Canadian mail order pharmacy, of course..:p). So much expectation from management and customers. I never lasted in those types of services jobs, it was always the default job for me that had an expiration date in which I began to despise going to work. I feel your pain.
 
Digital_Angel_316

Digital_Angel_316

Banned
#3
May 2, 2011
1,134
8
0
#3
Do you use a database for your customer stock?

Does you database support diagrams of the products you support?

Does your database support phone logging?

Does your database monitor customer usage history and indicate when refills or preventive maintenance are needed?

Can you make a generic e-mail (form of formless) that you can fill in to customize?

 
PopClick

PopClick

Senior Member
#5
Aug 12, 2011
4,056
138
63
#5
Customers are the root of all evil.
 
N

Nike

Guest
#6
#6
don't ever try hospitality industry then.. LOL
 
LightningClap0002

LightningClap0002

Senior Member
#7
Feb 10, 2008
3,371
16
38
#7
wwjd_kilden said:
Half rant half trying to see the funny side of it :p

What your boss expects:

Make sure the customers don't order any more toner than what they can use within 30 days,
and make sure they don't keep stock (side note: Machines will stop printing if they lack either of most "consumables")
Spend as little time as possible on each conversation
Spend as little time as possible after conversations (If the customer hangs up before you're half- finished and you have to send an email, you should be able to finish logging the conversation, send the email, and talk to the next customer at the same time).


What customers expect:

You should know ever menu, setting and functionality of every printer, preferably by heart
The toner should arrive within a day or two
The engineer better be there the same day no matter how many others need one, because the customers company is much more important than that of all the other customers, (and could you please send the guy who was here the last time?)


.... really, it's true
Click to expand...
Where's the complaint box? Can I file a formal complaint against your customers?
 
zeroturbulence

zeroturbulence

Senior Member
#8
Aug 2, 2009
24,586
4,273
113
#8
wwjd_kilden said:
Half rant half trying to see the funny side of it :p

What your boss expects:

Make sure the customers don't order any more toner than what they can use within 30 days,
and make sure they don't keep stock (side note: Machines will stop printing if they lack either of most "consumables")
Spend as little time as possible on each conversation
Spend as little time as possible after conversations (If the customer hangs up before you're half- finished and you have to send an email, you should be able to finish logging the conversation, send the email, and talk to the next customer at the same time).


What customers expect:

You should know ever menu, setting and functionality of every printer, preferably by heart
The toner should arrive within a day or two
The engineer better be there the same day no matter how many others need one, because the customers company is much more important than that of all the other customers, (and could you please send the guy who was here the last time?)


.... really, it's true
Click to expand...
"Oh, and I almost forgot. Ahh, I'm also gonna need you to go ahead and come in on Sunday, too... "

 
C

christiancollegegirl

Guest
#9
#9
wwjd_kilden said:
Half rant half trying to see the funny side of it :p

What your boss expects:

Make sure the customers don't order any more toner than what they can use within 30 days,
and make sure they don't keep stock (side note: Machines will stop printing if they lack either of most "consumables")
Spend as little time as possible on each conversation
Spend as little time as possible after conversations (If the customer hangs up before you're half- finished and you have to send an email, you should be able to finish logging the conversation, send the email, and talk to the next customer at the same time).


What customers expect:

You should know ever menu, setting and functionality of every printer, preferably by heart
The toner should arrive within a day or two
The engineer better be there the same day no matter how many others need one, because the customers company is much more important than that of all the other customers, (and could you please send the guy who was here the last time?)


.... really, it's true
Click to expand...
You mean you really don't know everything about every single printer??? :O And can you send someone to look at mine tomorrow morning? It's on the fritz.
 
A

arwen83

Guest
#10
#10
I am sure this would make you feel good~ release some of that aggression

You should totally print this picture and post it in your cubical!!! It will make you smile I am sure!
 

Attachments

W

wwjd_kilden

Guest
#12
#12
arwen83 said:
I hated customer service/ support. I used to sell drugs to Americans :cool: ... (working for a Canadian mail order pharmacy, of course..:p). So much expectation from management and customers. I never lasted in those types of services jobs, it was always the default job for me that had an expiration date in which I began to despise going to work. I feel your pain.
Click to expand...
Yea, I applied for about 100 jobs before I accepted this one :p
Mail order pharmacy? :eek: Wow that would be abused here,
 
W

wwjd_kilden

Guest
#13
#13
arwen83 said:
I am sure this would make you feel good~ release some of that aggression

You should totally print this picture and post it in your cubical!!! It will make you smile I am sure!
Click to expand...
:D:D:D:D:D
 
J

jangel

Senior Member
#14
May 12, 2010
487
2
0
#14
haha! I can sooo relate to this :D been a tech support for 3 years:eek:, helping Americans get their networking devices to work. I quit for almost 3 years now for something more important but I learned to love that job! One thing also cuz I was blessed to have a morning schedule while most of the tech support working at night and I learned a lot especially on technical stuff which I never thought I would ever get into cuz I'm not techie or anything.

But yes that was really tough, it's a multitasking job and will test your patience to the highest level :D.The bosses requires a lot and the customers demands a lot :eek:. I think 6 out of 10 customers are not technical savvy and you need to treat them like a baby while giving instructions and with all the pressure that you need to resolve the concern as fast as you could cuz they require from you as little time as possible on each call to resolve it. Need to document the troubleshooting steps at the same time and after you say bye bye you get another customer and the worst really is when the customer hung up early not letting you finish your closing spiel and you're not done documenting it and you already need to open a new record for the new customer, and this customer is already telling you all this problem on his device....not to mention dead air is not allowed! It took me a month to get used to it... but later on we can already access their computers on our end, making our job easier. :cool:

Dealing with different kinds of customer was really tough but the only customer who really gets on my nerves from working there are not the one who are slow to follow instructions but the arrogant ones!...telling you I'm a network engineer or computer blah blah... Once I had this customer keep telling me he's a network engineer, when he told me about his problem I already know what to do and instruct him to, but he won't cooperate cuz he's over confident that what I'm telling him won't work,cuz he already tried it and again reminding me he's an engineer and knows this and that. It could have been resolve in less than 10 minutes, but because of his arrogance it took almost an hour for not cooperating. He wanted me to try something he haven't done, so we exhausted all the possible things he haven't done and in the end it didn't work so I forced him for once to do what I wanted him to in the beginning. He was reluctant and asked for my supervisor I was able to make him do what I want him to but saying sarcastic words at the same time at me while following my instructions...in the end it worked! After sacrificing my almost an hour for him I got no thank you, he just hung up...all I got was a wasted time, trouble with documentation and the worse cuz he didn't give me his personal information in the beginning of the call I need to use the default email address which will bounce back and will be a negative to my stats.pfffff
And as much as I want to be sarcastic, I just can't, I need to say every words in a nice tone in a nice way that's just the life in there...:rolleyes:

But please...for those who need help from a tech support please consider how tough their job is and if their company sends a survey please take time to answer it, that's a big plus to them. If you have complain on the products it's ok but don't put a dissatisfying score on the survey unless you never really had a good experience cuz it falls on the status of the tech agent. It's a big pull down on their status. I had a customer thanking me and saying how nice I was to him on the survey but complaining on the other 2 previous tech support he'd been to and give a dissat score for them and since I was the one who resolve the issue the dissat fall on my stats... so lucky I was huh?! But overall, that was a fun experience and I'm missing it while reading this thread :D
It's the working environment and the people whom I have work with add the fun to it and made me stay longer in that job. :)
 
W

wwjd_kilden

Guest
#15
#15
Ouch, luckily we don't do surveys. However we are evaluated based on code usage (ie email) and on how many cases we solve without logging an engineer, so logging one is bad, even if it is totally impossible to solve the case remotely.

Not to mention the system is slooooooooooooooooooooooooooooooooooow :p

and yeah, the more they "know", the worse they are :D
 
zeroturbulence

zeroturbulence

Senior Member
#16
Aug 2, 2009
24,586
4,273
113
#16
arwen83 said:
I hated customer service/ support. I used to sell drugs to Americans :cool: ... (working for a Canadian mail order pharmacy, of course..:p). So much expectation from management and customers. I never lasted in those types of services jobs, it was always the default job for me that had an expiration date in which I began to despise going to work. I feel your pain.
Click to expand...
We LOVE canadian drugs here! :) They rip us off here in the US because the drug companies (which are based in the US) say that they have to charge Americans a lot more in order to recoup the multi-billion dollar cost for developing each drug.
 
M

meggars

Guest
#17
#17
ooooh guuuurl...i know of what you speak. i spent 5.5 years in a call center, most of that doing tech support for MSN.....LUCKILY i managed to get promoted to level 2 tech, and LUCKILY most of the supervisors were too *busy* (lazy) to manage the floor so we didn't have to spend as much time on phones and got to manage the level 1 folks. another bonus was that once you got to level 2 the expectation was to fix things no matter how long it takes so we didn't have the ridiculous call time requirements anymore. we WERE expected, however, to handle up to 4 TTY calls (teletype) plus regular incoming calls at the same time if we were on the phones. How we were supposed to keep anything straight while assisting 5 different customers at a time, all of whom had more severe issues if they got past level 1....i don't know. the day i quit that place was the day i became human again.
 
W

wwjd_kilden

Guest
#18
#18
Wow, that's crazy. I have problems enough logging one call while saying hi to the next guy :p Girls are supposed to be able to multitask, but I don't think I am :p
 
A

arwen83

Guest
#19
#19
zeroturbulence said:
We LOVE canadian drugs here! :) They rip us off here in the US because the drug companies (which are based in the US) say that they have to charge Americans a lot more in order to recoup the multi-billion dollar cost for developing each drug.
Click to expand...
Yeah your health care system sucks there, we also have access to generic medications before you do too because your patent laws on drugs are longer than ours (once the patent is off, the recipe for making the medication is sold to a generic company to be made by them and then sold at a lower price). We also have governmental laws on regulating drug prices, so that keeps the prices down. The success of the industry has gone down since Bush put in the Medicare Part D drug program to discourage Americans buying from Canada. So much politics involved back then.. packages being held at customs, stuff on the news that Canada's drugs aren't up to standard (even though we use the same brands as the US does lol), threats that American's will be fined or sent to prison if they were caught buying medication from Canada :rolleyes:. It was nice talking to Americans that were grateful for the help.
 
M

meggars

Guest
#20
#20
wwjd_kilden said:
Wow, that's crazy. I have problems enough logging one call while saying hi to the next guy :p Girls are supposed to be able to multitask, but I don't think I am :p
Click to expand...
we just started saying no. lol....what were they going to do? fire us even though we were already able to do more at a time than most of the other reps? we figured two TTY calls and one regular call at a time was the most that was reasonably acceptable while still providing actual SERVICE to the customers.
 
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