Tech: "good afternoon ABC co. how can I help you?" Eng: your machine broken. Tech: okay, what is the problem you are having ? Eng: it no work, my boss is mad at me, no production. Tech: yes, uh, what exactly is the problem ? Eng: I don't know, night crew broke machine, no production. I come in today not working, machine stinks, not like old machine I used to work on this machine no good. Tech: yes, we covered that, if you tell me what the problem is I can help you. Eng: you can't help me, send service. now. Tech: I still need to know the problem before I can call a field service guy. Eng: I tell you, machine broken, no good machine, you no good either. Tech: Please tell me what the machine IS or IS NOT doing. Eng: machine is no good, the old machine I worked on is much much better than this machine. Tech: YES, what is your PROBLEM ? Eng: your broken machine not putting paste down like it should, and stencil inspection doesn't work and auto cleaner doesn't work either, has never worked since it has been installed, never worked for three years. Tech: excuse me, are you having a problem with your screen printer ? Eng: YES, what you can't hear me all of a sudden ? I tell you this bad machine is broken, has always been broken not like the old machine I used to work on. The paste is not going down the way it should,and stencil inspection doesn't work and auto cleaner doesn't work either, has never worked since it has been installed, never worked for three years. Tech: uh, sir ? Eng: YES ?? Tech: I would like to help you but, Eng: But what ? you do not know the answer ? The old machine company service always knew the answer you are no good either. This machine is broken. has never worked.... Tech: We only manufacture OVENS, you have the wrong manufacturer. We don't manufacturer the machine you are having a problem with. Eng: Huh, oh? Oven is bad too. -click-
Sad but True. Try tolerating this kind of caller on a daily basis. I used to work in service and my hat goes off to all who do. You get the good and the bad on both sides of the phone line.
I agree with what Hussman had to say, try it.
reply »