[masraum]

Originally Posted by Zeke

You have to realize that they need to screen calls. I'll bet 90% of their calls are not that technical at all. When they are, you get to talk to a real tech. But that's what you just said. How many callers do you get that are not really technical? Or are you internal?

If you fielded questions from the public you would hear all kinds of stuff. It takes a very special person to listen to people who call with any manner of anger or frustration, listen to them and then say, "Let me get the right person for you."

The worst thing that can happen is that the person you need is not available and asks you to leave a message. That hurts a company's rep and I'm usually not buying from them again. One call can make a difference. Certainly the IP providers don't get this.

Yep, I provide a different level of support these days, but in the past, I did provide support to the avg public that was using dial up to connect to Bell Atlantic Internet. And yes, you get all sorts of calls. Most of the folks were OK to deal with, but there were definitely those others that didn't follow directions or wanted to argue with tech support about how things worked. I think I did that for 4-6 months before I was able to move on to bigger and better things.