Where do yo draw the line on Tech Support to customers
acc...@access.aic-fl.com
the contributors. But we are faced now with something I am not quite sure
how to handle, and I think this is the appropriate forum to ask the
question.
We are a company that provides dialup service as well as the other normal
services such as web hosting etc. But we also do computer sales and service.
Our market is very small and over the past couple of years we have I guess
you would say come to develop a very personal hands on relationship with our
customers. That is where the problem has surfaced.
As we have grown, we have also tried to keep that personal relationship with
the customer alive and well. The problem is that now our customers are
eating up a major portion of our tech time with questions not related to the
internet directly. For example, we get calls from people wanting us to talk
them through re-installing Win95, to installing a new scanner, as well as
the normal array of modem questions (many of which the customer wants us to
do ALL the research). Now if this was just a few I guess it wouldn't be so
bad, but we average around 40-60 calls a day here from our Internet
customers with over 80% of them not Internet related issues. This results in
a major portion of not only my techs time, but also my time (as many will
only talk to me personally) being controlled by these customers. I don't
want to adopt a policy that will be interpreted as "non-caring" or "rude"
but something has to give. We could provide more and better services if we
did not have so much of our time controlled in this manner.
My question to the list is, where do you draw the line and how do you relate
where that line is to your customers, what are some of the reactions etc.
I hope no one will feel I am asking for proprietary information here as I
would never do that, just asking for some other opinions. I am very
frustrated, and my tech are very frustrated. Our customers are great, and
think we the best as long as we keep giving, but let us stop short, or
enforce payment policies, and they talk about us like we're dirt. Of course
this is not all of our customers, but it seems to be the ones we hear from
the most.
At any rate I thank anyone who wishes to offer any suggestion either here or
privately.
Thank you,
Greg
gr...@aic-fl.com
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