You need to judge your support process as well as your support people

You need to let us judge your support process, not just your support people.

 

Like so many companies, your questions insure that any negative responses are tagged to your people and not the process.  

 

Managers love to make their people the scapegoats.  I worked with Pete, Ex VP at one company who asked the same questions as you do.  The process was broken, but you had to blame the support person.  When people would start complaining about support, you guessed it, he put all the blame on one or two people and out they would go.  Every 3 months or so the cycle repeated itself. 

 

If you are forcing me to call you to unlock my account, then let me connect quickly and not wait for 30+ minutes listening to your same 3 or 4 messages over and over and over again.

 

2 Comments
Employee
Status changed to: Open Questions

Thank you for this detailed feedback. I'm sorry to hear that you are frustrated with the process to unlock your account. Do you know how or why it was locked?


Moderator
Status changed to: Closed - No Action

Thank you for taking the time to post in the Community. We haven't heard back from you so we are going to close this idea. This doesn't mean that we aren't listening to your feedback! If you would like to continue the conversation, please feel free to reply here in the Community or vote on any of the other open ideas to let us know what you would like to see.