Comments on: Difference in Roles http://www.serviceuntitled.com/difference-in-roles/2008/03/19/ The blog about customer service and the customer service experience. Fri, 03 Jul 2009 19:44:04 -0400 http://wordpress.org/?v=2.8 hourly 1 By: » Defining Roles Contact Centers - Management, Human Resources, and Life: C3OC’s Contact Center Musings http://www.serviceuntitled.com/difference-in-roles/2008/03/19/comment-page-1/#comment-501345 » Defining Roles Contact Centers - Management, Human Resources, and Life: C3OC’s Contact Center Musings Fri, 21 Mar 2008 18:29:27 +0000 http://www.serviceuntitled.com/difference-in-roles/2008/03/19/#comment-501345 [...] Defining Roles Posted in March 21st, 2008 by Philippe Mesritz in Certifications, Customer Service, Management, OtherBlogs, Technical Support, Telemarketing/Sales Sign up to get free updates by e-mail! Service Untitled wrote a post about the “Difference in Roles” in a service organization.  His three definitions are Support, Account Management, and Consulting.  I think that he’s missed his naming/definitions a little bit, but let’s play along for the moment. Support is the least involved and consulting is the most involved, with account management in the middle. [...] [...] Defining Roles Posted in March 21st, 2008 by Philippe Mesritz in Certifications, Customer Service, Management, OtherBlogs, Technical Support, Telemarketing/Sales Sign up to get free updates by e-mail! Service Untitled wrote a post about the “Difference in Roles” in a service organization.  His three definitions are Support, Account Management, and Consulting.  I think that he’s missed his naming/definitions a little bit, but let’s play along for the moment. Support is the least involved and consulting is the most involved, with account management in the middle. [...]

]]> By: Jennifer http://www.serviceuntitled.com/difference-in-roles/2008/03/19/comment-page-1/#comment-500823 Jennifer Fri, 21 Mar 2008 13:11:21 +0000 http://www.serviceuntitled.com/difference-in-roles/2008/03/19/#comment-500823 Thank you! Thank you!

]]> By: Service Untitled http://www.serviceuntitled.com/difference-in-roles/2008/03/19/comment-page-1/#comment-499921 Service Untitled Fri, 21 Mar 2008 02:48:22 +0000 http://www.serviceuntitled.com/difference-in-roles/2008/03/19/#comment-499921 Hi Jennifer, I will forward your issue to HP and they will hopefully be in touch. Hi Jennifer,

I will forward your issue to HP and they will hopefully be in touch.

]]> By: Jennifer http://www.serviceuntitled.com/difference-in-roles/2008/03/19/comment-page-1/#comment-499218 Jennifer Thu, 20 Mar 2008 18:25:24 +0000 http://www.serviceuntitled.com/difference-in-roles/2008/03/19/#comment-499218 Hi, I found your post from March 15, 2007 regarding HP and customer service. I am having a similar situation in that my four month old computer crashed and customer service is extremely limited on what they will do to help. They are going to replace the hard drive and send a tech out to perform the installation/removal. They will keep the old hard drive. My issue is the loss of data. They will not try to retrieve the files yet they tell me NOT to perform the system recovery because I will certainly lose the files that way. I talked to a CSR who was rude or at least appeared to be possibly due to his heavy accent that I had trouble understanding. He escalated my case to a supervisor who called me today and offered the resolution. I asked for them to ship me a new computer since this one was so new and I was going to lose everything.In addition I wanted to expedite the process of getting up and running again. I work from home and my computer is my work. I can't afford to wait until next week. He said no. And was short with me and unapologetic. My last 7 computers have been HP/Compaq because I always liked their customer service. Even when the issues could not be resolved the CSR's were polite and cheerful and very apologetic. I have recommended HP/Compaq whenever a friend or family member was computer shopping. I am losing photos that are irreplaceable.I understand I am responsible for backing up my data but the computer crashed shortly after transferring the important ones to the computer. I lost a fair amount of other data as well that I would have backed up as soon as I was finished working on it but the PC crashed while I was working on these things. I do however understand that S**t happens and that they are not responsible for my lost data. I am already out the data I feel that losing precious time waiting for the fix is unreasonable. I asked the case supervisor for a name of someone who might be able to help me since he could not. He said there was no one else I could talk to and even if there was they would not be able to help me. He said anyone higher up was not interested in this sort of thing since they were busy running the company. Is there anything I can do or am I being unreasonable? Thank you for your help in this matter, Jennifer Hi, I found your post from March 15, 2007 regarding HP and customer service. I am having a similar situation in that my four month old computer crashed and customer service is extremely limited on what they will do to help. They are going to replace the hard drive and send a tech out to perform the installation/removal. They will keep the old hard drive. My issue is the loss of data. They will not try to retrieve the files yet they tell me NOT to perform the system recovery because I will certainly lose the files that way. I talked to a CSR who was rude or at least appeared to be possibly due to his heavy accent that I had trouble understanding. He escalated my case to a supervisor who called me today and offered the resolution. I asked for them to ship me a new computer since this one was so new and I was going to lose everything.In addition I wanted to expedite the process of getting up and running again. I work from home and my computer is my work. I can’t afford to wait until next week. He said no. And was short with me and unapologetic. My last 7 computers have been HP/Compaq because I always liked their customer service. Even when the issues could not be resolved the CSR’s were polite and cheerful and very apologetic. I have recommended HP/Compaq whenever a friend or family member was computer shopping.
I am losing photos that are irreplaceable.I understand I am responsible for backing up my data but the computer crashed shortly after transferring the important ones to the computer. I lost a fair amount of other data as well that I would have backed up as soon as I was finished working on it but the PC crashed while I was working on these things. I do however understand that S**t happens and that they are not responsible for my lost data. I am already out the data I feel that losing precious time waiting for the fix is unreasonable. I asked the case supervisor for a name of someone who might be able to help me since he could not. He said there was no one else I could talk to and even if there was they would not be able to help me. He said anyone higher up was not interested in this sort of thing since they were busy running the company.

Is there anything I can do or am I being unreasonable? Thank you for your help in this matter, Jennifer

]]>