Digital switchover sort of Customers i deal with

Calgar117

Calgar117

Calgar117

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21 Jul 2010
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So i deal with technical support for manufacturers such as Sharp and sanyo specifically their TV's and currentley in working dealing with incoming calls consistantly tearing my hair out over the complete morons ringing in asking for help with the digital switcher over (digital uk are completley incompetant)

heres a few examples on the some idiots bearing in mind these are not always elderly people as i can understand fully when elderly people get confused over it. :rolleyes:

Me : Press the right arrow on your remote control
Cust: Which one is the right arrow?
Me: The arrow facing to the right on your remote control..
Cust: wears the arrows?
Me: Middle of the remote you cant miss them..
Cust: nope i can only see triangles going different directions

___

Me: What is the model of your Sharp TV?
Cust: its a sharp
Me: thats the manufacturer of the TV can you supply the model on the back of the TV on the white label will begin with LC
Cust : Its a sharp i told you already....

___

Me : Can i take the model number of your TV?
Cust : yes number is 0871...
Me : thats our contact telephone number can you provide the model number of your tv please..

___

Me: Can i take the model number of your TV please?
Cust: why do you need that?
Me: each of our sets have differnt remotes and menus in order for me to accuratly assist with helping you through the retune i will just need the model number to get accurate information on the unit you have.
Cust: you must be pretty useless if you dont know how to retune my tv!

__
Me: Can i take the model number?
Cust : its 01
Me: It begins with LC
Cust: yeah its 01

(kept repeating myself)

Cust : no your wrong its 01

So yeah all fun an games :)

working in a call centre is not recommended the amount of patience required dealing with customers of this nature is unreal :o
 
Rainmaker said:
How and where did they end up wearing the arrows? :o Also your customer was correct, really, even if only at a very pedantic level. If they're total n00bs then telling them to look for arrows when there are only triangles is wrong, albeit anyone with an IQ > 10 should be able to figure out what you were talking about. :p That said some remote buttons do feature actual arrows so I can see some (technically illiterate) people getting mixed up.

That said I agree with your sentiment. There's nothing like tech support to remind one of the stupidity of people!
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Regarding the typo i was creating this thread while talking to a customer for 20 mins explaining retune process so im using that as my excuse ;)

Agreed with what your saying but i guess with anything you expect people to understand to a certain extent lol, i always do whatever i can for customers calling up stupid or not i do get satisfaction in helping those in need of help.

Calls been consistant since 9am with dealing with an idiot one after or another so ive now lost the will to live :p
 
Supercow said:
If it weren't for "stupid people" you wouldnt have a job.
If you don't like dealing with the gen pop, get another job.
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Very true, but its not just support we deal in its organising repairs also

I do enjoy the job but doesnt mean i cant have a little moan about the type of calls i get from customers :)
 
Hows this for another

Me : Press the OK button on your remote control
Cust: whats that ?
Me : its a button on your remote control that says OK
Cust: I dont see it
Me: It is there...
Cust: oh is that the button which says OK?
Me: yes press it for me

__

And another :p

Cust: its asking me for a pin number
Me: ok on the remote press 1-2-3-4

(BEEP BEEP BEEP BEEP)

Me : Press the buttons on the remote not on your phone..:rolleyes:
 
fez said:
In my experience, help line people don't tend to be the best and brightest but delight in misunderstanding the customer and would rather have a cheap laugh at their expense than bother to actually help them.

Draw a triangle on a piece of paper and ask 100 people what it is and most will say a triangle, not an arrow. The fact that people are phoning up for help points at the fact that they are not technically competent so telling them to look for an arrow instead of a triangle isnt going to help. The fact they are confused and looking at 50 odd buttons coupled with their worry about pressing the wrong button and im sure they love talking to some muppet at a support centre who can't give clear, concise instructions over the phone.

Everything is simple when you know how its done. There is a talent to helping others learn and to make them feel stupid because you can't give good instruction is a bit sad really.
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Dealt with Sharp/sanyo and dealing with technical enquiries for over 4 years so i do know how to explain and help resolve issues for customers and it is breif parts of the conversation i am posting so without you listening in so i find your opinion to be a little offensive

But in a majority of calls i do answer and pretty much stick myself on repeat mode customers understand straight away in terms of where to find a button even if it takes them a few seconds to find the button i refer them to press.

Now i am not sitting here going ''check out these idiots LOL'' as in most cases i do feel alittle sorry for them if they cannot understand instructions given and i do give them clear and precise in reference to company policy and experience in explaining in a way customers understand.

What i am posting is a small minority of the type of customers i get and if i had customers querying triangles or misunderstand on a frequent basis i would then put the blame on myself in how i am explaining instructions to customers.
 
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flibbage0 said:
How do I get one of these jobs, I'm starting to get desperate for a job, don't care if I have to put up with numpties, as long as I get paid.
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Depends entirely were you live and if any call centres are operating in your area too be honest.

If you live close to a call centre, depending what they cover you can normally be hired for making outbound calls selling insurance for example but.. that in itself is a nightmare and only call centre work worth sticking too is if you are dealing with inbound calls only.
 
Haze said:
OP said (digital uk are completley incompetant) so how is that not blaming them?
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Problem is they are reffering customers to us without even trying to help customers hence my mention of their incompentence as they are more then capable for helping them but refuse to do so,

when the first few areas in the UK switched over digital uk was brilliant we rarely received calls in regards to retuning the TV sets now we are reaching a point they will refer customers to us without even assisting them.

in regards to the convosations with customers it was just to give everyone an idea of what type of calls we receive :)
 
Another one,

Cust : Hi, i have your HD receiver and i wondered where you put the batteries supplied

Me: just need to insert them in the bottom of your remote for the receiver will be a pull away cover

Cust : Nope there aint

At this point i was thinking he may of been provided the wrong remote

Me : just to make sure you have the correct remote for your model can you read the first 4 buttons at the top of the remote.

Silience for a couple seconds

Cust : you mean i need to put the batteries in the remote control and not the receiver itself?

Me : yes, thats correct.
 
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