The Beginning

Greetings and salutations from The Kin. This is the beginning post of the blog. So, let's give a brief overview of what to expect. Basically this will be a compilation of stories of various experiences from the job The Kin works at. Everything will be anonymous. No names shall be given, no information shall be given, everything is purely anonymous.

So let's get this show on the road. Many of you people have probably been on the bad end of customer service. You expect people to take care of you, treat you well, and generally just help solve your problems. Have you ever though thought for a moment what the representatives on the other end go through? Customer service is not for the faint of heart. You deal with all sorts of people on a daily basis. Some are kind, some are funny, vicious, drunk, the list goes on and on. Basically if there is a category, there are customers to fit that category.

Help Me Help You

So, for remote support to work, you have to be willing to do a bit of your part. Calling into remote support means that, typically, we're a few hundred, if not a few thousand miles away from you. We can't hook your ethernet cable up to your computer. So starting the night off, the customer calls in. The Kin answers with the usual greeting. The customer then explained the issue, their wifi wasn't working. They said that it hasn't been working for the past month. Now immediately The Kin stops to ponder...If it hasn't been working for a month, why wasn't this solved earlier? A full month to call support? Nevertheless, The Kin continues troubleshooting as usual. We get to a part to where we factory reset the modem. Then the issues start to crop up as they always do. Some setting on the gateway is keeping the customer's phone from connecting and of course, they have no other devices to connect.

This is why you need a laptop or a computer of some sort with an ethernet cable. So  after asking the customer politely if they can furnish a computer with an ethernet cable, they proceed to go on a rant about how The Kin should be able to fix things from where he is. They then proceed to rant about how they're paying for a service they can't use, so on and so forth. Really, it's a simple situation. More in likely it's the security mode. Changing it will allow the phone and devices to connect. It's a simple process and really only takes about five minutes to do. The customer? Naw, they don't want any part of it. So after a while they basically gave up ranting and spewing obscenities. Lesson of the day? Have a computer, have a good day.