Thought it was obvious, Tech Support is not Customer Support


To me, I am stating the obvious when I say “Tech Support is not Customer Service”; but it seems that not everyone is on the same page.

Recently, I ended up having to contact “Customer Support” over at discountasp.net; basically I wanted to re-purpose my account and host a different domain since I was not using the other one. They stated they would be glad to do it, for $15; I felt, being a customer with them for 7 years, I should not have to pay $15; also, the account yearly renewal was in 10 days.

After doing the math; If i cancelled the domain and simply created a new hosting account, they had a 6 months free offer. I would end up saving $75. Not very smart are they? I stated my intention, and the response I got back was “well, you can do that, but you wont get any partial refund since you been a customer since 2005″….

Great… so because I have been a loyal customer for 7 years, you want to punish me?

So I cancelled my account, and in the cancellation form where you get to send feedback, I wrote in “Customer Service is an important investment”; esp since it had my very recent communication history.

I did get a response 🙂

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So, a few things.

1. They messed up my last name (It was right there in the same email in the submitted form)

2. They believe customer service is an important investment. so they hired certified “Technical” resources?…..

Wow…isn’t that an Oxymoron…. I laughed at their response… my first instinct was to shoot back a quick snappy response to it… but then i realized… They so do not know what customer support is that they REALLY don’t know what they don’t know.

Being an x-programmer, and knowing my kind. TECHNICAL resources SUCK at CUSTOMER support. You NEED to sheild your customers from us technical people, because we cannot communicate. If its not 1’s and 0’s (for you non tech people, that equates to, a yes or no answer), we don’t know how to relay it to you.

Its that simple. Which brings me to my point, discountasp is not at fault for being stupid at customer support, that would just not be fair…. they just don’t know.

So I did not write all this, to bash discoutnasp…  the purpose of this post is to share and focus the last 2 seconds of the thoughts that went through my mind as I read, understood and mentally reacted to an email… the focus is on that tinny 3-6% thought process that almost got away… the thoughts that made me go “aha” and choose to respond and react differently.

Some would state “it was just an email, why is this post going on about an email”; its not about the email, its about “How something so small, can make you understand”. It is about “reacting appropriately” and to bring it all home, its about “being savvy”.

I have been reading and listening to this over the past few weeks and while this is geared towards office politics; the knowledge is applicable to many generic everyday events in your life. It helps you realize, that not everyone is as knowledge, as smart, or as “savvy” as you. Just because you know something, doesn’t mean the other person does.

So before, you quickly respond to an email, a statement, or something with a witty and emotional response; take a break, think about it, do you know something that they don’t, or do they know something that you don’t?

Your “smart” response could turn against you….

 

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