Let’s Be Patient with Our Tech Support

I’ve had the pleasure of being a Comcast Cable TV customer for a couple of years now and I have to say the number of complaints that I hear against the service seem kind of absurd to me. I’ve not yet had a single problem in my area – I don’t know if that is a reflection of Comcast itself or if the cable infrastructure here is just better than average, as I am sure that has a lot to do with the quality that people have. I do know that many cable lines are in dire need of servicing as a former employee of one of the cable providers.m

Now that I have your attention I hope you don’t mind that I use this moment to make a plea of empathy to you readers. When you call into tech support, please realize that those techs are not at fault for your loss of service or whatever the problem might be. Often it is hardware or something more physical in the lines, nodes or what have you. Those techs are just men and women that serve as a first line of support, only able to do remote resets, some bill changes as well as scheduling service appointments.

There’s very little else that they can do. I’ve been on both sides of the phone so I know what it’s like to be frustrated; as a customer and as a employee who is unable to help solve a problem right then and there. The amount of abuse that I suffered at the hands of some callers was outrageous which is why I do my very best to try and be patient with those on the other end of the line – I know that they can do very little for me besides the basics.

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