The Great.... The Wonderful Sony..! (Official Sony Rants Forum)

[Clord]

There are cases where customer support needs to just end the call as they can't dedicate hours to a single person who doesn't want to cooperate or don't understand the situation. It might sound harsh towards a person who needs technical support but yeah.


Also, not to sound too harsh but those who constantly need technical support are those who more often call them, as they usually have no skills/knowledge/etc to handle things like reseting their printer like some troubleshooting thing tells them to in easy to understand language. It doesn't make them dumb in their general daily live but technology is that thing tons of people are not good at even if it's just a remote.


There are tons of people who don't recognize common universal symbols that these devices have because they somehow don't see the connection with them even if the device is externally only slightly different (for example shut down symbol in the devices.) Like how shut down symbol in their computers means the same thing in their printer.

 

[Pine]

There are cases where customer support needs to just end the call as they can't dedicate hours to a single person who doesn't want to cooperate or don't understand the situation. It might sound harsh towards a person who needs technical support but yeah.

I agree with you 100%

But this is a big no-no in Call Centers as far as I am concerned. Whenever I've done TS or CS via telephone, I've been given three rules:

1- Don't hang up on a customer

2- Don't hang up on a customer

3- Don't hang up on a customer

There are lenghty explanations about why you shouldn't hang up on a customer, but it basically boils down to the customer calling back, thus you're not solving anything nor reducing the queue.

There are of course exceptions. You CAN hang up and you really should, if your integrity is attacked (ie: you're personally being insulted). Else, CC rules require an agent to pretty much take it like a man/woman.