I don't get it? This woman is looking up a vacation online, what could she possibly be frantically typing in the site? Her entire financial records to calculate if her and her family can go on vacation? The only time I type that much is for e-mail, instant messages and posting. Even then, who types that fast when they are focused on wording, language and grammar? I think the media, or whomever made this commercial has a bad grasp on the reality of how computers and web sites are used by people.
My point of view and areas of interest on software, technology, computing, etc.
Wednesday, May 14, 2008
Tuesday, May 6, 2008
Knowing your customer, technical knowledge transfer
Recently I had to phone my technical support for my internet access provider. I was having an issue with my connection, where the connection would continually drop. So, after checking all my internal setup, I felt it was time to call support to have some assessment done on their side to validate the problem.
The resulting effort resulted in a total of three support ticket numbers. Each time I was asked for my information to validate I was the owner of the account. Each time I was told to explain my problem, even in reference to previous support tickets. Each time I was transfered, I had to give my personal information to validate my identity. Each time I was given a new ticket to call another department to help me with.
Where is the technical knowledge transfer in this situation. When I call support and I give my personal information, I expect any previous history be given to the support person so they can understand my history, whether recent or old. I know there are notes and classifications of each ticket, why aren't these put into consideration for a new problem? Why when I transfer on the phone is the validation of my identity lost? Shouldn't it follow me?
The resulting effort resulted in a total of three support ticket numbers. Each time I was asked for my information to validate I was the owner of the account. Each time I was told to explain my problem, even in reference to previous support tickets. Each time I was transfered, I had to give my personal information to validate my identity. Each time I was given a new ticket to call another department to help me with.
Where is the technical knowledge transfer in this situation. When I call support and I give my personal information, I expect any previous history be given to the support person so they can understand my history, whether recent or old. I know there are notes and classifications of each ticket, why aren't these put into consideration for a new problem? Why when I transfer on the phone is the validation of my identity lost? Shouldn't it follow me?
Labels:
Information,
Intelligence,
Knowledge,
Quality
Subscribe to:
Posts (Atom)