It is abusive to force someone through a lengthy process when they already know what is wrong. A brief checklist ("Is your power on? Is the device plugged in? Have you tried rebooting the router?") is justified if this routine fixes a large portion of complaints.
In the case of a large corporation which serves a wide range of customers from novice to expert level, it is essential to divide customer service so that novices are not frustrated by advice they don't understand, and experts can quickly get to the root of the problem without wasting time on irrelevant topics. Failure to do this will consistently result in customer loss.
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dancing_serpent
Re: Thoughts
Date: 2017-07-26 10:25 pm (UTC)In the case of a large corporation which serves a wide range of customers from novice to expert level, it is essential to divide customer service so that novices are not frustrated by advice they don't understand, and experts can quickly get to the root of the problem without wasting time on irrelevant topics. Failure to do this will consistently result in customer loss.