296 words
I recently had two very different encounters with a computer company.
Good Apple
Having already sent back my portable computer once, I began having the same
problem again. A few weeks after it was fixed for the second time, the product
manager sent me an extra battery (approx. $70 value) because of my inconvenience.
That's great service!
Bad Apple
Having trouble with some new software, I called the technical support (TS) number.
RM: I just installed System 7.1 on my Mac Plus. It keeps bombing [quitting]. What could be wrong?
TS: Well, first make sure you have version 2.02 of "Suitcase" in your extensions folder.
RM: (Looking) Hm. It's not there. Where else would it be?
TS: Look in your control panel folder.
RM: (Looking) It's not there either.
TS: Do you use "Suitcase"?
RM: No.
TS: Did you purchase "Suitcase"?
RM: No.
TS: Then what makes you think you have "Suitcase"?
RM: (What I should have said) Since you said the first thing to do was check if I had the right version, it sounded to me like "Suitcase" was included in the installer.
Did I feel dumb? Yes. Could he have approached it differently so I wouldn't have felt dumb? Yes.
He could have said, "Sometimes the new software bombs because of older versions of software. For example, have you ever installed Suitcase?" I would have said "No" or "Not that I'm aware of." and we could have gone down a more productive path.
Sometimes customer support people get so used to their own line of reasoning and questioning that they forget that the consumers don't track the same way. Unless someone helps them see the result of their questioning could be a customer feeling dumb, they may never change their questions.
© 1996 Morgan Seminar Group
_______________________
Rebecca L. Morgan, CSP, is a dynamic speaker and seminarist. She is the author of four books, TurboTime: Maximizing Your Results Through Technology, Calming Upset Customers, Life's Lessons: Insights and Information for a Richer Life, and Professional Selling. For information on her speaking services, books, and tapes contact her at 1440 Newport Ave., San Jose, CA 95125, 408/998-7977, 800/247-9662, fax: 408/998-1742, rebecca@RebeccaMorgan.com, www.RebeccaMorgan.com. Please contact Rebecca for permission to reprint or repost this item.
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