[spike7451]

I think it's partly that the CS folk have no idea what is actually involved with Installs/repair stuff,outside their training.Most of them probably have never seen a Install!
What we used to do over here (& i think it is still a good idea!!!) is all new CS/Faults office staff (even new sales) go out with a installer for a week on the tools.If they are going to faults,they also spend another week on the tools with the fault techs.Periodically they go back out for a day or two to see whats changed!
That way,they have more of a idea what goes on & are less likely to mis-inform a customer,being ably to give a more accurate picture.The Customer then hangs up thinkung,"he/she knew what they were talking about" instead of "that prat did'nt have a b**** clue!!!!!!!!!!!"
What do you think?
Spike