Thread: N800 Parts or Lack there of, Nokia lets me down again!
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daihard is offline daihard
2007-08-04 , 03:58
Posts: 68 | Thanked: 1 time | Joined on Aug 2007 @ Lynnwood, WA
#48
Originally Posted by Texrat View Post
You're absolutely correct and seem like a reasonable guy.
Thanks.

Not good for anyone, really, and it's a damning testament to human shortsightedness, stubbornness and inefficiency-- especially in midmanagement.
I agree. You summed it up very well.

That's why I try to get irate customers to understand that starting off angry isn't going to help. Sure, support personnel should be trained to deal with this but really, why should they have to take abuse for a problem they didn't create, are there to fix, and may be hindered in doing so by crappy systems and uncaring management?
I agree about how the customer would be better off calming down before he makes the first call to the support centre. His goal is to have his problems solved, not to tick off the support person or himself. Yelling at the poor soul on the other end of the line won't help at all.

Having said that, we can't always be rational either. You know better than to start off angry but emotion will get in the way. I have no grudge against support personnel; they just have to accept that taking the heat is part of their job and learn not to take it personally.