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Comment: I just went to BestBuy... (Score 1, Interesting) 194

by iCEBaLM (#49362407) Attached to: Best Buy Kills Off Future Shop

Futureshop and BestBuy were literally on the same street, less than half a klick from eachother in my town. I never went to BestBuy because the one time I was there, the dumb blonde behind the counter berated me for buying the kind of keyboard I wanted.

Anyways, since Futureshop is closed now, I went to WorstBuy to see if I could get a 7200 rpm 2.5" HD, or an SSD of any kind. No SSD's anywhere, only 2 2.5" HD's, both 5400rpm. Crap... Then I passed by the cables because I needed a couple short ethernet cables. $25 for a 4' ethernet cable? Are you fucking shitting me? And these guys are complaining they're losing business.

Maybe if you fuckheads had shit people actually wanted to buy, at reasonable prices, they would buy it.

Comment: Re:Was impressed until.. (Score 3, Interesting) 144

by iCEBaLM (#48405041) Attached to: What the US Can Learn From Canada's Internet Policy

I live in Ontario. I have the choice of about 25 ISPs, multiple DSL, multiple Cable, a few wireless, some satellite...

The problem with DSL is the last mile belongs to Bell, the others just rent the lines at wholesale prices. Same with Cable, it's either Rogers or Cogeco, depending on location, for the last mile.

However, unlike Cogeco, I get to pay an "indie" ISP $50/mo for a 20mbps/10mbps uncapped package, where Cogeco wants to charge $100 for the same thing.

Comment: Re:Is there an counter to this? (Score 1) 251

by iCEBaLM (#47710153) Attached to: Comcast Training Materials Leaked

A: Do not be reasonable or polite, they count on that. Remember you're in the midst of a con.

No, no, no, a hundred times no. Always, always, always be polite first. Even FLAs (front line agents) have small, non-inconsequential, amounts of power that can cause you headaches. If you are rude and/or a dick right off the bat, they can do things like screw with your account, or "forget" to document some important part of the call that can cause you a lot of pain down the road to fix. There are times to get belligerent, the beginning of the call is *not* one of them.

B: Do not get upset or use poor language, that's a free ticket to hang up on you.

This is true, almost all companies instruct their phone monkeys that they do not have to take verbal abuse from a customer. Most institute a "three strikes" rule, where if you warn a customer twice and they continue then you are free to disconnect.

C: Waste as much of their time as possible.

Again, no. This is a high stress job. Wasting time for the sake of wasting time will just piss them off more and give them less incentive to help you, and possibly an incentive to fuck with you.

D: Never let them put you on hold.

There are times when FLAs *have* to put you on hold. The two main reasons are to transfer the call, or to speak to a (mentor | senior | team lead | supervisor | group coordinator | authorizer | ). Transfers are pretty self explanatory, however as someone who doesn't understand how call centers work, speaking to a supervisor may not be. There are various reasons why an FLA may need to speak to one without prompting from a customer, usually it's to obtain authorization of some kind. FLAs fuck up a lot, it's just part of human nature. When you have so many of them, it happens, because of this there are usually a smaller group of second level agents (I've seen ratios as low as 25:1 and as high as 50:1), that can go by various different designations, that FLAs can contact for help, or FLAs are *required* to contact to get an authorization to do something. Everything is monitored in a call center, maybe the FLAs have been sending out too many replacement cable modems lately, or maybe there is a company edict that credits of a certain amount must be authorized by second level agents. They need to put you on hold to do this, they can't do it while the line is active, period, because technically customers aren't supposed to even know these second level agents exist, and if you ask for one, you will never get one.

The best advice I can give, is to just state what you want, if it's not being delivered, ask for a supervisor. If the agent offers any kind of upsell, just decline it politely.

Comment: Almost all tech support requires upselling (Score 2) 251

by iCEBaLM (#47710033) Attached to: Comcast Training Materials Leaked

I've worked in the telephone tech support business for 10 years. I have performed tech support for fortune 500 companies you would instantly recognize.

towards the half-way point of my stint, upselling became a *required* part of the job, a metric on which your performance was measured.

First incentives were put in place to weed out those who didn't upsell: shift bids started being held every 90 days instead of "as the business needs dictated" with top sellers given first picks. This caused those who didn't sell to get terrible shifts, requiring many to quit due to life obligations.

Then those who failed to sell were given bad reviews, causing them to lose out on annual salary increases.

When I left poor sellers were being written up, put on notice, and eventually terminated.

Note, that positions these people were initially hired for were inbound technical support jobs with no mention of selling anything. These people would be manning the technical support lines for major corporations that you have heard of, and no one calling any of them would expect to be given any kind of sales pitch.

Comment: Re: And in other news... (Score 4, Insightful) 506

by iCEBaLM (#46359359) Attached to: Quebec Language Police Target Store Owner's Facebook Page

shut the fuck up asshole. we all know english people won't make any efforts to learn french even if the live in france directly.

I am Canadian, I live in Ontario, I am an anglophone, and I went to french immersion school for 4 years, with about 90 other students in my class, and studied with Rosetta Stone for two, but I live in an almost exclusively english area.

I can read french pretty well, but I can't really speak it well due to lack of practice. So anyways, english people do make efforts to learn french. It's usually the French people who put us off of it with attitudes like yours.

An optimist believes we live in the best world possible; a pessimist fears this is true.