{"id":40,"date":"2007-12-20T15:20:16","date_gmt":"2007-12-20T23:20:16","guid":{"rendered":"http:\/\/www.chesnok.com\/daily\/?p=40"},"modified":"2016-12-18T14:45:12","modified_gmt":"2016-12-18T22:45:12","slug":"customer-service","status":"publish","type":"post","link":"https:\/\/www.chesnok.com\/daily\/2007\/12\/20\/customer-service\/","title":{"rendered":"customer service"},"content":{"rendered":"

\u00e2\u20ac\u0153That's What We're Here For\u00e2\u20ac\u009d Sunday, 9:50 AM by Mark Graban My main point here I think is \u00e2\u20ac\u0153Tech Support should NOT be part of the normal process.\u00e2\u20ac\u009d I needed to register for an internal company tech support website (for teleconference support) and was trying to log in to the website. I have a card here with the following info: Owner Name Owner Number Conference Code Leader PIN To log in to the website, it asks for \u00e2\u20ac\u0153Owner Name\u00e2\u20ac\u009d and \u00e2\u20ac\u0153Password.\u00e2\u20ac\u009d Since nothing I has says \u00e2\u20ac\u0153Password\u00e2\u20ac\u009d I tried the \u00e2\u20ac\u0153Leader PIN.\u00e2\u20ac\u009d Didn't work. It says \u00e2\u20ac\u0153If you are visiting here for the first time, click on forgot password.\u00e2\u20ac\u009d The \u00e2\u20ac\u0153forgot password\u00e2\u20ac\u009d screen wouldn't recognize me as a valid user, so it was time to call tech support. Turns out, tech support had to give me a 4-digit \u00e2\u20ac\u0153Web PIN\u00e2\u20ac\u009d to be able to start the registration process. I went to another screen and created a \u00e2\u20ac\u0153User Name\u00e2\u20ac\u009d and \u00e2\u20ac\u0153Password.\u00e2\u20ac\u009d I got kicked back to the main screen, the place that says \u00e2\u20ac\u0153Owner Name\u00e2\u20ac\u009d wants you to enter the \u00e2\u20ac\u0153User Name\u00e2\u20ac\u009d or it doesn't work (these are two different things). I said to the tech support rep, \u00e2\u20ac\u0153You know, the website is very confusing. I'm good with computers and I couldn't figure it out because things are labeled wrong on screen and it seems every new user has to make a tech support call, which costs us all money.\u00e2\u20ac\u009d The tech support rep was sort of irritated and said, \u00e2\u20ac\u0153Well sir, that's what we're here for.\u00e2\u20ac\u009d I told her, \u00e2\u20ac\u0153It shouldn't be that way, I'm just trying to help, if you don't want to do anything to fix the website, then fine.\u00e2\u20ac\u009d I can't imagine the tech support rep passing any of this along because, in a way, the poorly designed and poorly implemented website is job security for her and her co-workers. Fewer tech support calls probably means somebody loses their job. It's too bad that organization can't have everyone on the same team in a way that improves quality (and reduces cost) for the company and the customers. How many people tolerate a bad process out of self-interest and\/or fear? Management's job is to create an organization where people aren't paralyzed by fear, where they aren't punished for doing the right thing. Please check out my main blog page at http:\/\/www.leanblog.org<\/a> Check out the new LeanBlog Podcast at http:\/\/www.leanpodcast.org<\/a> <\/p>\n

\n Technorati Tags: blog<\/a>, business<\/a>, lean<\/a>, manufacturing<\/a>, customerservice<\/a>\n<\/p>\n

<\/p>\n","protected":false},"excerpt":{"rendered":"

\u00e2\u20ac\u0153That's What We're Here For\u00e2\u20ac\u009d Sunday, 9:50 AM by Mark Graban My main point here I think is \u00e2\u20ac\u0153Tech Support should NOT be part of the normal process.\u00e2\u20ac\u009d I needed to register for an internal company tech support website (for … Continue reading →<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[9],"tags":[],"class_list":["post-40","post","type-post","status-publish","format-standard","hentry","category-postgresql"],"_links":{"self":[{"href":"https:\/\/www.chesnok.com\/daily\/wp-json\/wp\/v2\/posts\/40","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.chesnok.com\/daily\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.chesnok.com\/daily\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.chesnok.com\/daily\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.chesnok.com\/daily\/wp-json\/wp\/v2\/comments?post=40"}],"version-history":[{"count":2,"href":"https:\/\/www.chesnok.com\/daily\/wp-json\/wp\/v2\/posts\/40\/revisions"}],"predecessor-version":[{"id":5469,"href":"https:\/\/www.chesnok.com\/daily\/wp-json\/wp\/v2\/posts\/40\/revisions\/5469"}],"wp:attachment":[{"href":"https:\/\/www.chesnok.com\/daily\/wp-json\/wp\/v2\/media?parent=40"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.chesnok.com\/daily\/wp-json\/wp\/v2\/categories?post=40"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.chesnok.com\/daily\/wp-json\/wp\/v2\/tags?post=40"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}