Posted by: Anonymous Coward
on March 12, 2002 12:50 AM
I can relate to what you've said. I used to work technical support at a commercial on-the-shelf software company for a while. Unlike you the company I worked for was small (staffed by some old Quantum employees, though). Because of the size, the cost of each phone call was hammered home to each of us on a regular basis.
Any software changes were made to either automatically eliminate problems, or to make fixing them simple. TS had a good database of problems and solutions. Often customers would call asking for help with problems that had nothing to do with our product...and those calls tend to be some of the longest.
While I understand your frustration, getting the customer off the phone serves one purpose; being able to help the next customer since you are still employed. AOL is big, so small losses won't be missed, but over all the call time must be low. If it isn't, the type of product or service you offer has to change in some way, and it can't always be in dollar cost.
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Re:AOL Support/ Linux/ A Joke, really
Posted by: Anonymous Coward on March 12, 2002 12:50 AMAny software changes were made to either automatically eliminate problems, or to make fixing them simple. TS had a good database of problems and solutions. Often customers would call asking for help with problems that had nothing to do with our product...and those calls tend to be some of the longest.
While I understand your frustration, getting the customer off the phone serves one purpose; being able to help the next customer since you are still employed. AOL is big, so small losses won't be missed, but over all the call time must be low. If it isn't, the type of product or service you offer has to change in some way, and it can't always be in dollar cost.
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