Someone entering ASI would need the following advice to be effective.
- Be polite, but move the customer along as quickly as possible.
- Find out what type of operating system and computer they have early. It may help you solve the problem quickly.
- You can always ask another tech for advice, but many times you are on your own. Be patient and remember that we can talk to customers as long as it takes or call them back.
- If a customer complains they can't get their email, make sure they're actually connected to the Internet before you proceed to configure their mail software. Also ask how they get their email. Many use the web interface.
- Find out the customers expectations. Some customers were setup differently depending on the tech and when they joined the service. Some click the big blue e and others click on an icon to dial in.
- Don't assume it's windows. It could be a Mac or something more obscure.
- Older customers are the nicest. Try to be patient with them. Remember technology is harder for them to deal with, but they've jumped in.
- Not all customers can understand a particular piece of software. If they don't get IE, try Netscape.
- A person who cannot read, will not enjoy the Internet.
- Look out for the perverts who want you to look at their email for all the wrong reasons. It's just for reaction. Get them off the phone as quickly as possible.
- Don't take it out on the Michigan relay center if you get a deaf user. It is a very difficult call, but you can get through it.
- Write clear, concise support and billing tickets. The next tech has to be able to understand what is going on. The person may call back at night or weeks from now. Sometimes they go on vacation and call weeks later!
- Put the customer on hold. It takes the fight out of them. Only do this if you are angry and need to calm down.
- If fred isn't around and they want to talk to your manager, just pass them to another tech and let them know to play manager. You can get caught doing this, but that can be funny.
- Customers think Fred's name is brad. It's the way he says it. Just go with it.
- The "special" discount is the one fred gives at the bar when he's cheating on his wife. Forward those requests to stephanie. :)
- Use the screen shots to walk through things. It can help if you don't know the software. Also point customers to our online support area. Some of them can solve their own problems.
- All rate changes have to get forwarded to billing. We can't change plans in tech support.
