Other Matters: A Tech Support Story

A couple of days ago, I called a company for technical support. A well-spoken young woman answered. She did not put me on hold, dump me into voice-mail hell, pass me along to a robot or connect me with someone in Bangladesh. In about three minutes, she analyzed the problem and provided a solution. At the end, she did not try to sign me up for an extended warranty, sell me more stuff or ask me to complete a survey. I know—you’ve called tech support. You find this hard to believe. It’s true.
To protect the company’s switchboard from being clogged with calls from troubled consumers hungry for the sound of a human voice, I will not identify it. If I blew the whistle on their enlightened customer relations practices, the Association Of Businesses Promoting Telephonic Delay, Obfuscation and Frustration might take them to court in an unfair competition case.
All right, it wasn’t a billion-dollar international company manufacturing complex digital equipment. It was a small outfit that makes relatively simple devices. When its customers have problems, it gives them human beings who take an interest, find solutions quickly and don’t send callers through procedural hoops or voice-mail loops. The billion-dollar guys could learn something from these folks.
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©2006 Ozzie Fonseca
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  1. chris considine says

    A wonderful tale of how to defeat the WAYMISHes of customer service…great to hear of good things for a change…it just isn’t that hard…
    yet, customer service is at an all time low.