From this day forward, I propose that all technical support and customer service representatives be able to hang up on customers if they violate any of the following rules:
- Coughing or chewing directly into the phone.
- Putting agent on hold to take care of other things that can normally be put on hold till the call is finished.
- Lying an saying you tried a step when you haven’t. (Example: “I’ve already restarted the computer!”)
- Asking over and over again “Why did this happen?” or “Why does this keep happening?” during the troubleshooting process.
- Saying you are a tech and acting like you don’t really need tech support even though you called for help.
- Failing to listen.
- Using speakerphone mode on your phone.
- Asking for suggestions to fix a problem when you’re not in front of the device so that we can troubleshoot.
- Suggesting another product is better. (We really don’t care if it is, by the way.)
- Threatening to switch to a competitor. (See above.)
- Starting to talk before I am done with my greeting.
- Failing to provide information I asked for in my greeting after being asked more than once.
- Making the agent wait while you try your own useless troubleshooting steps.
People that violate these rules are stupid and deserve to be hung up on. They are allowed to call back and try again but will be promptly dismissed again if they violate these rules.