[BC] Poor customer support

[Harold Hallikainen]

> I suppose if I had the choice of hiring a tech who could handle 90% of the
> support calls for $40.000/yr, I would do that rather than hiring a
> $70,000/yr person who could handle 99.9% of the calls. That's not smart
> because those 10% callers could really trash my company on the streets.

I think you need to hire both kinds of people and freely escalate to the
more qualified tech when the problem is not being solved. Several years
ago, I bought a Xerox scanner and printer. I had trouble with the
installation. The case got escalated. The new service tech sent me
software to uninstall the problem files and then talked me through getting
the system running. this was on a Saturday. The scanner has a document
feeder, so once everything was working, I asked her which way to put the
paper in the document scanner. That was one question she could not answer.
She was blind and could not see the paper.

Excellent service!

Harold

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