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Originally Posted by Scopeuk
there gonna have no chance to read there emails and get up to date
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Weak argument. They should read their email and be up to date with what's going on BEFORE they even start to take calls, otherwise, they're just giving us yesterday's news. If a new important looking email comes in from a manager or team leader, you take the time out to read it after the current call. After all, it's important and could impact what you're going to say to the customers in your later calls.
Maybe they do dislike customers phoning and asking the same questions all the time, but maybe that's because they can't give the same answer consistantly and as a result, people have to call multiple times to get the whole story.
I'm sure that the majority would not need to call back, if they would just say if the upgrade is available in our particular region yet, or better yet, put up a web page (
like this) that tells us if it's available yet.
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By the way, I worked in tech support for a number of years, so I know how those guys are probably feeling with all this. But I also know the way you get people to stop coming back to you with things like this is to
keep them informed. Even if people don't fully understand the answer that they're given, they will be happy that they got an answer (At least, that was my experience).
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