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[–] wahala 0 points 2 points (+2|-0) ago 

How empowered are you to help customers who call? How much of it is you reading from a script and being unable to do anything but send the trouble ticket elsewhere?

It always seems like I'm being read to from a script when I talk to lower lever CSRs and some are so bad at what they do they can't improvise and so they just keep reading their lines to me over and over again instead of responding to what I asked.

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[–] VoatIsForTimmy 0 points 1 points (+1|-0) ago 

Why does your employer hate its customers?

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[–] avgwhtguy1 0 points 1 points (+1|-0) ago 

Whats up with the levels of service rep? I've heard stuff like a level 1-2 takes the initial call but only solves basic issues, level 4 is a competent engineer, level 7 has access to Zion's mainframe, and so on.

[–] [deleted] 0 points 2 points (+2|-0) ago 

[Deleted]

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[–] avgwhtguy1 0 points 1 points (+1|-0) ago 

How many tiers are there? What's the pay/experience difference between tier 1 and the higher/highest tier?

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[–] twomoreandatinkle 0 points 1 points (+1|-0) ago 

So my internet in really slow. Can you fix that?

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[–] Kwijibo 0 points 0 points (+0|-0) ago 

Can I really get a discount if I threaten to cancel?

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[–] CrustyBeaver52 0 points 0 points (+0|-0) ago 

My ISP had a long history of excellent service - tech staff dealing with customers directly - solving issues quickly.

Now they have grown too large - too many layers of crap to get an issue solved - issues go unsolved - staff are at times rude and abusive - and not empowered to fix things anymore. Seen it happen to maybe half a dozen companies.

That is always a sure sign it's time to get a different ISP. Once this happens, I have never seen a company go back to good service.