Re: Off to the side of: Re: OK, I shut down the computer...

[John Posada <jposada99 -at- gmail -dot- com>]

Peter...I'm sorry that you must have had issues in the past with VoIP
service. However, your message was an excuse to rant about how you
feel personally about some slight in the past, while I tried to
address an issue that isn't just limited to my situation.

Call deflection is not particular to the VoIP industry or even to the
telecom industry, and call deflection is not a bad thing wit a term
that may seem bad.

Anything that I can do in an article that allows you to perform
self-service rather than picking up the phone is 1) call deflection,
and 2) better for you because you were able to take care of it
yourself.

Being on the inside, at least for my organization, we are aware of and
we track many criteria; including average hold time, failure to get
through, and many others.



On Thu, Apr 28, 2011 at 1:02 PM, Peter Neilson <neilson -at- windstream -dot- net> wrote:
> On 04/28/2011 11:26 AM, John Posada wrote:
>
>> ... call deflection (very common in this industry segment)
>
> I think I now understand why those "customer-no-service" numbers put you on
> hold for 19 minutes, or send you to someone who does not speak
> understandable English, or give you a recording that tells you to look at a
> website when your problem is website-not-connecting. Every time a distraught
> customer hangs up instead of getting help, the company sees it as money not
> spent.
>
> Back when there was only one phone company, all trouble reports had to go
> through the "611" repair-service operator. Lhord help you if you were trying
> to report something other than a POTS difficulty, like maybe a dedicated
> data line.
>
> People who solve these problems professionally have a /different/ phone
> number they call, so they can get /real/ help. "Poor schumck" customers who
> have no other option are stuck with "customer-no-service."
>
> Thus, John, it really doesn't matter what you tell them. They are "poor
> schmucks" who deserve only what they paid for, which is cheap voip.
> ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
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-- 
John Posada
http://jposada.zenfolio.com/
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

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