Computer Support

Posted on | September 23, 2008 |

We’ve all experienced the following situation: Something breaks in your computer, you have a number to call, so you do. What happens? You get an apathetic computer support representative. They tell you to try this-or-that. But you’ve already done that, and you know it doesn’t work. They bombard you with questions. Yes, you’ve already read the entire online troubleshooting document, the tips and tricks, Frequently Asked Questions, and what your really want are results. They put you on hold after each time. Finally, they come back on the line, and you can feel that this call is winding down to its startling conclusion, and they proceed to tell you that you need to mail it in. You do so and anywhere from 7-20 days later you receive a call. The bored support rep on the line tells you the reason your laptop monitor no longer functions is because you must have driven over it in your car, and that you’ll have to pay to have it fixed. You’re mad and you fume, but you pay the money right?
No of course not!
None of this should ever happen, because the upper management, the marketers, etc all know that it’s easier to appease you and keep you as a happy customer than try to court new customers. So why does it happen? Two reasons: The bottom rung support reps rarely care about the customer on the other end. Usually, their only concern is getting through the queue so they can go home at the end of the day with a paycheck. Their vision is narrow. The other reason support isn’t always great is that some people are habitual callers. Ever heard someone describe themself on a radio show as a “first time caller, long time listener”? These people are long time callers, very poor listeners. They’re always calling in for something, and it becomes cheaper to lose them as a customer than gain a new.

If you need more than just your typical technical support, IT Services Group, Inc. does it all. Based out of the Chicagoland area, they provide IT support as well as business-class web hosting, voice over IP solutions, networking and general technology consulting.

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