Thistle (thistle_chaser) wrote,

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Tech support/customer service

I've spent most of my professional life dealing with customers/users over the phone. It sucks some serious ass, but that's not the point of this post. For the last twenty minutes, I've had to sit here and listen to a guy yell at me, tell me I'm lying, tell me that I don't know our product. (He was complaining that something "changed" in the newest release, but in reality it's been that way for years and years and years.)

At first this call really ... I can't even say pissed me off or made me angry. It made me want to cry. It made me sick to my stomach. It made me want to curl up in the bathroom and never return to my desk. Then I remembered that this was the first call like this in more than a year. In my 3? 4? years of working here, I've only had two or three really bad calls like this. That's just amazing.

Back when I lived in NY, I worked for a major appliance company doing customer service/support. I had to deal with calls like this for 8-9 hours a day, five days a week. (People would buy a new fridge or dishwasher, only to find it dead. So they called in to us for service. Services appointments were usually booked weeks in advance. Understandably they were pissed that their new appliance weren't going to be fixed for a month, and they took it out on us phone people.) Imagine doing this for a year or two. I did that. I honestly don't know how I didn't kill myself. (All that, plus an hour drive each day to work and back! An hour each way!) Want to talk about soul-killing work, that's it.

So in a way this bad call I had today was actually a good thing. It reminded me how much better things tend to be now. The users I currently deal with are tech-clueful, and rarely are they even impatient. While dealing with customers sucks in general, this job could be worse. I just hope things won't ever go back to how they were... I stuck with the job with the appliance company because I didn't think I had a choice. I hope nothing like that happens again...
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