Każdy telefon do pomocy technicznej...

HRejterzy

6 Aug 201904:09

Summary

TLDRIn this humorous customer support transcript, a user encounters a software crash and is met with a series of comical and unhelpful support agents. The escalating priority of the issue is met with absurd responses, from a non-English speaker to a restaurant worker during siesta. The situation culminates in a British-accented agent promising a solution, only to transfer the call to an engineer, highlighting the absurdity and frustration of poor customer service.

Takeaways

😅 The customer service experience is chaotic and unprofessional, with multiple agents failing to address the customer's issue.
😓 The customer faces a severe issue with the product, which is described as a 'people are dying' priority, indicating a significant impact on their operations.
😡 There is a lack of empathy and understanding from the support agents, as they focus on trivial aspects like the priority scale rather than solving the problem.
😒 The agents demonstrate a lack of technical knowledge and keep transferring the customer without resolving the issue.
😖 The customer is repeatedly asked to repeat their problem, indicating poor communication and note-taking within the support team.
😌 The customer's frustration is palpable as they are shuttled between agents without any progress towards a solution.
😕 There is a clear disconnect between the support agents and the customer's needs, with agents focusing on irrelevant details.
😑 The customer's request for someone who speaks English and knows the product is indicative of a lack of specialized support staff.
😥 The customer is met with dismissive and unhelpful responses, such as being told the department does not support the software they are using.
😤 The customer's frustration peaks when they are told that the company does not support the software, despite the fact that they are using it.

Q & A

What is the primary issue the customer is facing with the product?
-The customer is experiencing a crash with the product, which they are unable to launch anymore.
How does the customer describe the severity of the issue on a scale from one to ten?
-The customer rates the issue as a '20' on the severity scale, indicating an extreme urgency.
What is the error message the customer is receiving?
-The error message is 'Object reference not set to an instance of an object.'
What is the customer's reaction when asked about the strategic impact of the issue on the business?
-The customer confirms that the issue has a strategic impact because the program doesn't work.
How does the customer respond to the support representative's initial approach to the problem?
-The customer is frustrated and sarcastic, indicating that the support representative's approach is not addressing the urgency of the problem.
What is the first support representative's name, and how does he handle the situation?
-The first support representative's name is Rajesh, and he initially mishandles the situation by not taking the issue seriously and trying to pass the customer to another team.
What language barrier issues arise during the customer's interaction with the support team?
-The customer faces language barriers when interacting with Pavel and Luigi Benidetti, who both have heavy accents and difficulty communicating effectively in English.
Why does the support team initially refuse to help the customer with the software issue?
-The support team refuses to help because it is company policy for their department not to support the software in question.
What is the final solution offered to the customer after being connected to the right person?
-The final solution is to connect the customer with an engineer who will provide step-by-step instructions over the phone to resolve the issue.
How does the customer's frustration escalate during the support interaction?
-The customer's frustration escalates due to the lack of immediate assistance, miscommunication, and being passed around between support representatives.
What is the humorous element in the script regarding the support team's names and accents?
-The humorous element is the exaggerated and confusing use of names and accents by the support team members, such as Luigi Benidetti being called Roberto and the mention of a fake British accent.

Outlines

00:00

😅 Customer Support Escalation

The first paragraph of the script presents a chaotic customer service interaction. A customer reports a product crash and expresses urgency, rating the issue as '20' on a scale of severity. The support representative, Rajesh, misunderstands the severity scale and engages in a confusing dialogue about the immediacy of 'people dying.' The customer's frustration grows as they are transferred between support teams, each with their own quirks and lack of responsibility for the issue at hand. The paragraph illustrates the inefficiency and absurdity of the support process.

Mindmap

Keywords

💡Customer Support

Customer support refers to the services provided by a company to assist customers in using a product or service. In the video, customer support is the central theme as the customer is trying to resolve an issue with a product that has crashed. The interaction between the customer and various support representatives illustrates the challenges and frustrations that can occur in customer support scenarios.

💡Product Crash

A product crash is a failure in the operation of a software or hardware product, causing it to stop functioning correctly. In the script, the customer mentions that the product has crashed, which is the primary issue prompting the call to customer support. This concept is central to the video's narrative, highlighting the importance of product reliability and the customer's urgent need for a solution.

💡Urgency

Urgency in a customer support context refers to the critical nature of a problem that requires immediate attention. The support representative asks the customer to rate the issue's priority on a scale from one to ten, with ten being the most severe. The customer humorously responds with 'twenty,' indicating extreme urgency, which adds a comedic element to the video.

💡Error Message

An error message is a notification displayed by a software or system to indicate that an issue has occurred. In the video, the customer receives an 'object reference not set to an instance of an object' error, which is a common error in programming that occurs when a variable is not initialized before being used. This error message is the specific technical problem the customer is facing.

💡Strategic Impact

Strategic impact pertains to the effect that a problem or issue has on a company's strategic goals and operations. The support representative inquires if the issue has a strategic impact on the business, suggesting that the company's response may be prioritized based on the severity and potential consequences of the issue for the business.

💡Ticket

In customer support, a ticket refers to a record of a customer's request or issue that is tracked and managed by the support team. The representative mentions the possibility of closing the ticket, which implies that if the issue is not severe, it may not receive immediate attention, illustrating the prioritization process in customer support.

💡Knowledge Base Article

A knowledge base article is a piece of documentation that provides information or solutions to common problems. The script mentions a knowledge base article as a potential solution, but the representative decides to connect the customer with an engineer for personalized assistance, showing a preference for direct support over self-help resources.

💡Engineer

An engineer in the context of customer support is a technical expert who can provide detailed assistance and solutions to complex issues. The video concludes with the customer being connected to an engineer, who is expected to offer step-by-step instructions to resolve the product crash, emphasizing the importance of technical expertise in customer support.

💡Accent

An accent refers to the distinctive way of pronunciation associated with a particular country or region. The video includes various characters with different accents, such as the 'fake British accent' mentioned by the customer, which adds a layer of humor and cultural diversity to the interactions. Accents are used to characterize the support team members and add a comedic touch to the dialogue.

💡Siesta

Siesta is a traditional afternoon rest or nap, particularly associated with Spain and other parts of Southern Europe. The term is humorously used in the script when the customer is connected to someone who is presumably taking a siesta, highlighting cultural stereotypes and adding a light-hearted element to the customer's frustrating experience.

Highlights

Customer reports product crash and inability to launch it.

Support representative Rajesh asks for the severity of the issue on a scale from one to ten.

Customer expresses extreme urgency, claiming it's a 'people are dying' situation.

Rajesh inquires if the issue has a strategical impact on the business.

Customer describes an error message: 'Object reference not set to an instance of an object'.

Rajesh mistakenly addresses a screen issue, showing a lack of understanding.

Customer is transferred to another team due to a misunderstanding about the error message.

Pavel, the next representative, struggles with language and understanding the problem.

Call is forwarded again due to language barriers and product knowledge issues.

Luigi Benidetti, also known as Roberto, is mistakenly contacted during his siesta.

Roberto reveals company policy of not supporting the software in question.

Customer insists on being connected to someone knowledgeable and authorized to help.

A representative with a fake British accent acknowledges the complexity of the issue.

The customer is finally promised to be connected to an engineer for step-by-step instructions.

Rajesh re-engages with the customer, asking about the level of pain experienced on a massive scale.