I did not ask for names, but yes, it was two people in tech support and
one person in sales, who originally were unable to help. And actually
gave a lot of bad information.
I understand how difficult it is to train a growing staff (even if they
are all smart people) with all the ins and outs of all the products.
There's always going to be customers who know more about your products
than some of your employees. Here are the things I wish would have
happened differently:
1) The person I first talked to should not have tried to BS her way
through answers we both knew she didn't know. She should have said,
"Sorry I personally don't know the answer to your question, please let me
ask someone else." Instead she read off your specs to me of the product
on the web, which I had already read 4 times and was currently staring
at. From what she read she deduced the wrong answer. She should have
asked someone else. Everybody has to start somewhere. I don't expect
all your employees to have all the answers, I just want them collectively
to get me the *correct* answer.
2) You have some very intelligent, knowledgable people working there. I
know that I can't demand to talk to one of them everytime I have a
question. Just like all my customers can't talk to myself everytime they
call. Can we capture more of what they know on your web pages? You have
a nice site, but there could be a lot more there to help with real life
situations.
3) Don't have a customer call long distance to a toll number. Get all
your people 1-800 numbers.
4) If I have a sale on the line, you do to. The one thing employees
should know is how to get you to the right person right away in these
situations. Every customer hates getting transferred to numerous
different people, departments, etc. to find the person they want to talk
to.
Thanks for the concern ;)
Mury
mury@goldengate.net 612-574-2200 Office
GoldenGate Internet Services 612-574-2444 Fax
50% Swedish 50% Hungry ;)
On Thu, 24 Oct 1996, Carl Rigney wrote:
> Could you send me private email with the names of the three people, if
> you remember them, so we can educate them internally? I hope none of
> them were in tech support, these aren't hard questions.
>
> > I just finished talking to 3 people at Livingston. None of them could
> > tell me how to setup the OR-U to route a class C onto the local ethernet.
>
> There's an application note on our web for exactly that; see
> http://www.livingston.com/Tech/Appnotes/app.ISDN-oru-quicksetup.shtml (or
> if you don't have web access let me know and I'll email you a text version).
>
> > Will the OR-U route a Class C to the LAN?
>
> If you mean, can you have a Class C network on an ethernet talking to
> an OR-U connected to ISDN, and have the OR-U route between them, then
> the answer is yes, certainly. That's what it's for. If I've misunderstood
> the questoin, send me email.
>
> > Is the OR-U the North American box and the OR S/T the European box?
>
> Exactly. The OR-U has an ISDN BRI U interface for the USA and Canada,
> the OR-ST has an S/T interface for other countries. More info is available
> at http://www.livingston.com/Marketing/Products/.
>
> --
> Carl Rigney
> cdr@livingston.com
>