The Norman Transcript


September 7, 2013

Why is customer support so bad?

NORMAN — I work on computers for a living and I love my job. I enjoy taking a customer’s computer and turning it into something they can actually enjoy, instead of being mad at it all of the time.

One of the biggest parts of my job is taking complicated and convoluted computer concepts and explaining them in ways that non-technical people can understand. Doing it over the phone is challenging, but doable. The main ingredients for successful phone support are respect for the customer’s intelligence and a willingness to explore someone’s frame of reference.

It is almost universally accepted that over-the-phone tech support is abysmally bad. I consider it an industry-wide disaster. Just about everyone who’s used technology for any length of time has some sort of a tech support horror story to tell, myself included. I believe the main reason for this sad state of affairs is a lack of respect for the customer.

During my career, I’ve been victimized by most every computer-related tech support department that exists. Of course, not every experience has been bad. However, too many of my tech support experiences have been, at the very least, inexcusably irritating and frustrating. Why giant global companies think it’s acceptable to insult their customers is beyond me. I’ll use my recent tech support experience with Hewlett-Packard as an example.

The first insult after calling HP came by being forced to talk to someone whose foreign accent was so thick that I could barely understand what they were saying. This is a common tech support complaint and the reason for it is simple: companies are too cheap to really care about customer service, regarding customer support as a money-losing department. Therefore, they outsource their service departments to giant, cheap call center conglomerates located in foreign countries, most notably, India. The truth is, when you call a customer service number, you are usually not talking to someone who actually works for the company in question.

Text Only | Photo Reprints
  • Selling Norman is love at first sight

    Meeting planners who make a site visit to Norman tend to fall in love, convention and hospitality experts said this week. The staff of the Norman Convention and Visitors Bureau are commissioned with the job of promoting tourism and selling ...

    April 20, 2014

  • Green House is a homegrown business

    Nancy Muenzler was a banker in her previous life. That was before the Green House, 1708 SW 24th Street, became her passion....

    April 20, 2014

  • Conan’s martial arts moves downtown

    Conan’s Kickboxing, Karate, Boxing, Jujitsu, MMA Academy is celebrating the grand opening of a new facility right in the heart of downtown Norman at 310 E. Main St. Founded in 1996 by four-time World Kickboxing Champion Scott “Conan” ...

    April 20, 2014

  • Chamber welcomes new members

    The Norman Chamber of Commerce would like to thank all our sales volunteers and welcome our new Chamber members from our recent spring membership drive.  Suzanne McAuley was this year’s membership drive chair....

    April 20, 2014

  • It’s easier than ever to be your own movie producer

    Things have certainly come a long way since 1988, when the first stand-alone audio CD recorders outside of CD manufacturing plants started showing up. At that time, do-it-yourself CDs were the province of the rich and famous, as the ...

    April 20, 2014

  • Chamber Banquet During annual banquet, Chamber of Commerce promotes moving Norman forward

    Amidst the backdrop of music, dancing, dinner and fellowship, business leader Mike Fowler announced that the time for a quality-of-life initiative in Norman has come. As incoming Norman Chamber of Commerce board chairman, Fowler and ...

    April 18, 2014 1 Photo

  • Women leaders announced

    The Norman Chamber announced the nominees for the 2014 Women’s Leadership Award, which honors female leaders who actively inspire other women to achieve their full potential.  Past recipients of this honor, formerly known as the ATHENA ...

    April 17, 2014

  • Norman use tax takes a hit while Moore sales tax flounders

    Norman use tax took a hit this month while Moore’s sales tax floundered for the first time since sales picked up in the post-tornado recovery period. For the city of Norman, however, sales tax collections are a bright spot on the revenue ...

    April 13, 2014

  • Nextep moves back to Dillard Building, but this time with much larger presence

    In 1997, entrepreneur Brian Fayak was just getting Nextep Inc., a professional employer service, started. Fayak had been working out of his sister’s house in west Norman and was delighted when the opportunity came to rent an executive ...

    April 13, 2014

  • Spotlight

    Chiropractic award Megan Borne, a chiropractic assistant at Sparks Clinic of Chiropractic in Norman, was recently awarded the title of C.A. counselor with the Pinnacle Chiropractic Management Group. She will assist other chiropractic ...

    April 13, 2014