Thursday, April 16, 2009

AT&T Technical Support: We Support You, Technically

Call center guidelines:

Assume the caller is an idiot
Assume that the caller's problem isn't AT&T's problem
Look for the quickest way to tell the caller that it isn't AT&T's problem
Empathy implies liability--try to get the caller to empathize with you
The magic words "I do apologize for the inconvenience" make everything okay

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