So I had a five day cable outage. I do a huge chunk of work online (telecommute) so this was bad for me. Now before all of you jump in and say get a backup connection I do have a backup connection. Actually I have two, including tethering. But its slow and expensive to use backup connections (in my case a data card - which is expensive in terms of GB - and a smartphone which is even more expensive in terms of GB. I have since started the process to get a DSL from another provider as well which is cheaper but more expensive in the long run due to the $50/month fee). Note that it was caused by the incumbent and not by TSI -- however this is focused on TSI's handling of the situation.
Day 1 : I call in. Wait 45 min. Tell em my modem is not connected. I have a laptop connected directly to it and it shows no connectivity. They take me through troubleshooting etc for 10 min. No problem. The CSR said he is filing a ticket. I'm happy.
Day 2 : I call in. Wait 45 min. Whats up dudes ? CSR said the ticket was returned by TSI's tech dept due to missing information -- they need to know whether an RG59 or RG6 cable is connected. RG59 it is. CSR said he will file the ticket. Call drops (cellphone, probably on my end). I wait a bit to see if he calls back. nada.
6 hrs pass. I call in. Wait 45 min. New CSR said she doesnt know who the old CSR was but can file the ticket and proceeds to push the ticket. I say Are you sure the ticket is pushed - she says yes.
Day 3 : I call in. Wait 30 min. CSR said the ticket has not been pushed yet. I say - what ? Says the ticket was put on hold because the call dropped. I say but i called in. CSR says ticket was put on hold. Asks for which days i will be avaialble in case of tech - i specify next 3 days anytime. ASAP. Now he will definitely push it. Puts me on hold 10 min - comes back and says ticket is pushed. He also takes my cellphone #. I think - good. Maybe they will call my cellphone # and not my VOIP#.
Day 4 - Call from TSI (on my VOIP # not cellphone #) but at least i coudl get the message via email. Please call back etc. fine.
I call in. Wait 45 min. Incumbent has responded. Line problem. Tech will come out - Please specify dates again so I can push the ticket again. (huh?) I say next 3 days. He pushes the ticket.
6 hrs pass. I call in. Wait 70 min. Incumbent has responded. Tech will be out next day. Yay! But why didnt you guys call ? dunno.
Day 5 morning - No show from incumbent. I call in. Wait 20 min. Go thru all troubleshooting again. Will have to be pushed as a new ticket (?). Cant be rescheduled. OK.
Day 5 evening - tech shows up, fixes the lines to my house. replaces all splitters box etc. Internet still not working. guy shrugs and leaves - TSI issue according to him.
Day 5 night - Internet works. I call in to cancel ticket. Wait 30 min. Ticket cancelled.
Day 6 - TSI calls - is your internet working ? uuh. yeah. I called in yesterday telling you that. cool.
The point is this should have been completed on the first day. One call, two followups from TSI after incumbent response and job done. Less grief and aggravation all around. If your tech department doesnt have all the information call the customer back. If the customer uses a cell # when his internet is down -- ask at the initial contact. If the call is dropped - call back AND leave a message. Have some way to get to a specific CSR - give us a CSR extension phone # at the start of the call.
Now I am pretty happy with my TSI service even though i realize that at least 2 backup lines are essential for business use - the point is when the customers internet is down -- do some legwork and followup. It will cost much less than simply hiring CSRs to handle calls. It should be Customer -> CSR -> Dept to handle legwork -> Customer -> Dept to handle incumbent -> Incumbent -> Dept to handle legwork -> Customer -> Incumbent -> Resolution.
Hope this helps. And no I dont think anyone needs coaching. I think the process flow needs to be changed. There should be a flowchart etc for which steps which people and departments need to follow to resolve a case. Everyone did their best, the process was still ugly and inefficient.
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