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Originally Posted by Nopanic
True, but if its not process for an agent to do something, they will not be shown how to do it, thus it is not possible for them.
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That's not what they said. They said no-one could do it.
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I don't see how it's been made right ? the customer wanted an upgrade, it didn't work .. I look at things from a technical point of view, it is my job to make sure customers get the service they pay for and things work.
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I wanted a working Internet connection. A cheap upgrade was nice, but not at the cost of interruption to service.
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So this customer goes back to the old service, the fault is not identified and the next customer gets the same issue and then the next and the next, I don't think you are able to grasp how important the identification and resolution of faults is from a customer service point of view,[COLOR="Silver"]
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NO-ONE WAS TRYING TO IDENTIFY THE FAULT.
Sorry for caps but you're ignoring that. The tech advice was spurious at best (only 1 attempt was made to fix it, other than switch it off and switch it on again, and that was to change the wireless channel!) and then a replacement was ordered. There was no attempt to identify the fault and no guarentee it wouldn't happen again.
The next customer's service shouldn't be dependant on giving the previous one a bad experience.