In a call center; we support guests using wireless computers in a large number of hotels. (We support something like 30,000 rooms)
I started out as a Tier 1 tech, dealing with the unwashed masses. I'm now a Tier 2 and deal less with the clients, but now I deal with the techs.
I can say that some of my techs are incompotent, some are very knowledgable but frankly don't have great customer service skills, then you have those who have customer service and knowledge.
The venting I see most is from the last type of tech, they get frustrated because they care. On the other hand, the techs that have the most problems are from the first two types, and often this is because the guest gets frustrated and stop listening.
Oh and I've read through some of that clientcopia site, in some occassions I fault the tech over the client. |
