Welcome back. Glad you decided to stop by and visit with me. In the last week my internet cable access has gone out on 3 separate occasions. Due my past experiences with tech support services, I am not fond of interacting with any phone support staff, after dialing an 800 #. I will share my experience with you below. My motivation is not to gripe, but to share lessons I learned. May you be encouraged
In the last week I have been I given incorrect information, shuffled back forth from the national help desk (tier 2) to the local (tier 1) support staff for a total of 12 times. On one occasion, I asked to be transferred to the escalation department (tier 3). I was told that supervisors have no technical skill, so talking with them proved to be pointless. What added to my frustration was that each time I spoke with a phone support (tier 1 and Tier 2) I had to again give each phone contact my name, address, phone #, pin #, and answer a series of other questions. I don’t know why the first person could not give the 2nd person my identifiers. What added to my frustration, was after determining that they could not help fix my problem, the phone support person would ask me, “ Can I help you with anything else?” Seesk!
Although my experience with the cable company was frustrating I learned some valuable lessons. Ask to be transferred to a local area support person. The national help desk could not really help me. Being kind to people produces better results than prodding them; i.e. you can attract more bees with honey than with vinegar. I was also reminded that I am truly powerless over some things.
On a different level, I saw how my tenacity and persistence worked in my favor. Tenacity and persistence mixed with kindness brings resolution. The following are two instances where being persistent proved advantageous to resolving my cable problems. Although I was told last Thursday that the next available time for an onsite tech person to come to my home was the following Monday, I kept checking with the local area phone support. Consequently, I was able to get my appointment moved up to this past Saturday morning. After my cable went out again, Wednesday evening, I was told by a phone support tech that the earliest time an onsite tech could come to my home would be Friday afternoon. I am glad that I called this morning (Thursday) because I was able to have a tech come out earlier today and I was back online.
While I waited for the onsite person to arrive this morning I was able to get some other projects completed that I had been putting off. Even though I felt powerless over the Cable Company on many fronts, I was able to see the experience as a teaching tool. You may be facing matters over which you feel powerless. My encouragement to you would be to look for the silver lining. Make a decision to use whatever you feel powerless over as a tool to empower your process. We have the power to chose. Our circumstances are not meant to keep us down, but to build us up.