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Tips for when you have to deal with support

This morning, I found myself chatting with a Comcast support rep. It wasn’t a pleasant experience and I’m sure many of you can relate. I find it particularly frustrating to deal with support when I know much more about what’s wrong and how to fix it but have no power to. There is a long blog post coming in a couple of weeks about that experience.

Anyway, I came across this blog post about “Tips for Dealing with Poor Customer Service” and agree the tips Michael Shurter suggests. I especially agree with #2-Get your issue escalated and #3-Learn what not to say.

Regarding #2-Get your issue escalated, I’ve found that it’s pretty easy to tech-talk over the 1st level support to get them to transfer you to someone who understands your techno-babble. Something like, “I ran a traceroute and there appears to be a problem with your router, ae-78.ebr2.Chicago1.Level3.net whose IP address is 4.69.134.61. There is a significant jump in response time from that hop of the traceroute and some packets are also being dropped there.” At that point, they realize that you probably know what you’re talking about and skip all of the standard “did you try rebooting your computer?” stuff. They also realize that they have no idea what you’re talking about and that they better send you on to someone who does so that their average call time doesn’t go up.

Knowing what not to say comes with experience. Generally, a good rule of thumb is to pretend like you’re being audited. Only answer the questions asked, don’t volunteer any additional information (unless you’re using my method mentioned above to get your issue escalated.)

Like I mentioned, I’ll be posting more about my Comcas(suck)tic experience another day. There’s something for you to look forward to.