Department Names Don’t Matter. Just Help Me.
I was thinking about his words last week in the context of my resurgent Mac issues.\u00a0After last week’s MacOS updates, I again experienced the same massive issues with Handoff and Continuity I described here.\n After spending yet another 30 minutes screwing around with my computer, I called support and quickly blew through the poor rep’s cursory recommendations. I requested an escalation to a senior rep. Ten minutes later, Antonio proved undecidedly helpful. Among his lame suggestions:\n Sheesh. As I had told all reps over the past few months, I had done each thing at least two times. Knowing the vexing nature of the problem, I had also posted on Reddit and brainstormed with a few tech-savvy friends. Oh, and then there’s the tsunami of e-mails to Apple support:\n [image error]\n But back to my call …\n If you want your employees to be rude and unhelpful, do it the right way.\n\n Antonio seemed hell-bent on getting me off the phone and repeatedly refused to let me share my screen with him. I never do this, but I hung up on him.\n There’s a happy ending\u2014at least for now.\n I ultimately resolved the issue on my own. Logging out of iCloud on my iPhone and resetting Bluetooth and Handoff appears to have cleared things up until Apple breaks it again. I’m guessing a month.\n I’d wager that most companies have rebranded customer service as customer success or customer experience. (Smack me if I ever use the initialism CX.)\n Ultimately, the department’s name doesn’t matter. Call it whatever you like, but make sure that your employees actually do something to help solve customers’ problems. And if you want your employees to be rude and unhelpful, do it the right way.","tablet":" [image error]In one of my favorite bits of his, the legendary George Carlin rants about jargon and soft language. It's worth watching if you've never seen it.\n I was thinking about his words last week in the context of my continued Mac issues. After last week's MacOS updates, I again experienced the same massive issues with Handoff and Continuity I described here.\n After spending yet another 30 minutes screwing around with my computer, I called support and quickly blew through the poor rep's cursory recommendations. I requested an escalation to a senior rep. Antonio proved undecidedly helpful. Among his lame suggestions:\n Sheesh. I had done each thing at least two times over the past five months, never mind posting to Reddit and asking tech-savvy friends for tips, but back to my call ...\n Antonio seemed hell-bent on getting me off the phone and repeatedly refused to let me share my screen with him. I ultimately figured it out. Logging out of iCloud on my iPhone and resetting Bluetooth and Handoff appears to have cleared things up\u2014at least for now and until Apple breaks it again.\n Most companies have rebranded customer service as customer success or customer experience. (Smack me if I ever use the initialism CX.)\n The name doesn't ultimately matter. Call it whatever you like, but make sure that your employees actually do something to help solve customers' problems.\n What say you?","phone":"[image error]In one of my favorite bits of his, the legendary George Carlin rants about jargon and soft language. It's worth watching if you've never seen it.\n I was thinking about his words last week in the context of my resurgent Mac issues. After last week's MacOS updates, I again experienced the same massive issues with Handoff and Continuity I described here.\n After spending yet another 30 minutes screwing around with my computer, I called support and quickly blew through the poor rep's cursory recommendations. I requested an escalation to a senior rep. Antonio proved undecidedly helpful. Among his lame suggestions:\n Sheesh. I had done each thing at least two times over the past five months, never mind posting to Reddit and asking tech-savvy friends for tips. Oh, and the tsunami of e-mails:\n [image error]\n But back to my call ...\n Antonio seemed hell-bent on getting me off the phone and repeatedly refused to let me share my screen with him. I ultimately figured it out. Logging out of iCloud on my iPhone and resetting Bluetooth and Handoff appears to have cleared things up\u2014at least for now and until Apple breaks it again.\n Most companies have rebranded customer service as customer success or customer experience. (Smack me if I ever use the initialism CX.)\n The name doesn't ultimately matter. Call it whatever you like, but make sure that your employees actually do something to help solve customers' problems.\n What say you?"}},"slug":"et_pb_text"}" data-et-multi-view-load-tablet-hidden="true" data-et-multi-view-load-phone-hidden="true"> In one of my favorite bits of his, the legendary George Carlin rants about jargon and soft language. It’s worth watching if you’ve never seen it. I was thinking about his words last week in the context of my resurgent Mac issues. After last week’s MacOS updates, I again experienced the same massive issues with Handoff and Continuity I described here. After spending yet another 30 minutes screwing around with my computer, I called support and quickly blew through the poor rep’s cursory recommendations. I requested an escalation to a senior rep. Ten minutes later, Antonio proved undecidedly helpful. Among his lame suggestions: Sheesh. As I had told all reps over the past few months, I had done each thing at least two times. Knowing the vexing nature of the problem, I had also posted on Reddit and brainstormed with a few tech-savvy friends. Oh, and then there’s the tsunami of e-mails to Apple support: But back to my call … If you want your employees to be rude and unhelpful, do it the right way. Antonio seemed hell-bent on getting me off the phone and repeatedly refused to let me share my screen with him. I never do this, but I hung up on him. There’s a happy ending—at least for now. I ultimately resolved the issue on my own. Logging out of iCloud on my iPhone and resetting Bluetooth and Handoff appears to have cleared things up until Apple breaks it again. I’m guessing a month. I’d wager that most companies have rebranded customer service as customer success or customer experience. (Smack me if I ever use the initialism CX.) Ultimately, the department’s name doesn’t matter. Call it whatever you like, but make sure that your employees actually do something to help solve customers’ problems. And if you want your employees to be rude and unhelpful, do it the right way.\n
What say you?","tablet":"
[image error]In one of my favorite bits of his, the legendary George Carlin rants about jargon and soft language. It's worth watching if you've never seen it.\n I was thinking about his words last week in the context of my continued Mac issues. After last week's MacOS updates, I again experienced the same massive issues with Handoff and Continuity I described here.\n After spending yet another 30 minutes screwing around with my computer, I called support and quickly blew through the poor rep's cursory recommendations. I requested an escalation to a senior rep. Antonio proved undecidedly helpful. Among his lame suggestions:\n Sheesh. I had done each thing at least two times over the past five months, never mind posting to Reddit and asking tech-savvy friends for tips, but back to my call ...\n Antonio seemed hell-bent on getting me off the phone and repeatedly refused to let me share my screen with him. I ultimately figured it out. Logging out of iCloud on my iPhone and resetting Bluetooth and Handoff appears to have cleared things up\u2014at least for now and until Apple breaks it again.\n Most companies have rebranded customer service as customer success or customer experience. (Smack me if I ever use the initialism CX.)\n The name doesn't ultimately matter. Call it whatever you like, but make sure that your employees actually do something to help solve customers' problems.\n What say you?","phone":"[image error]In one of my favorite bits of his, the legendary George Carlin rants about jargon and soft language. It's worth watching if you've never seen it.\n I was thinking about his words last week in the context of my resurgent Mac issues. After last week's MacOS updates, I again experienced the same massive issues with Handoff and Continuity I described here.\n After spending yet another 30 minutes screwing around with my computer, I called support and quickly blew through the poor rep's cursory recommendations. I requested an escalation to a senior rep. Antonio proved undecidedly helpful. Among his lame suggestions:\n Sheesh. I had done each thing at least two times over the past five months, never mind posting to Reddit and asking tech-savvy friends for tips. Oh, and the tsunami of e-mails:\n [image error]\n But back to my call ...\n Antonio seemed hell-bent on getting me off the phone and repeatedly refused to let me share my screen with him. I ultimately figured it out. Logging out of iCloud on my iPhone and resetting Bluetooth and Handoff appears to have cleared things up\u2014at least for now and until Apple breaks it again.\n Most companies have rebranded customer service as customer success or customer experience. (Smack me if I ever use the initialism CX.)\n The name doesn't ultimately matter. Call it whatever you like, but make sure that your employees actually do something to help solve customers' problems.\n What say you?"}},"slug":"et_pb_text"}" data-et-multi-view-load-tablet-hidden="true" data-et-multi-view-load-phone-hidden="true"> What say you?
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