Frustration with telephone, internet, and other various IT companies is very real for most businesses. There's an instant chill that comes with the realization that something isn't working just right. Instead of getting your project knocked out, you'll now spend hours, if not days, talking to various people on the support team.
1) Communicate problem
2) Support apathetically says they understand and will fix
3) Support troubleshoots the wrong issue
4) No communication back to you
5) You call back to report the problem persists (to a different support person)
6) New support member reads over unfortunate notes left by first support member
7) New support again says they understand and will fix
9) You receive no communication back, still not fixed
10) No more Mr./Ms. Nice Guy/Gal! Call in, demand to talk to manager, finally get someone helpful who asks you detailed questions to get to the bottom of the issue, problem ACTUALLY gets resolved
The reality is that no technology is perfect, and nothing will work 100% of the time. But that doesn't mean that you should have to cringe when calling for help.
As an IT company dealing with phones, internet, and network cabling, we must strive to have all of our employees seek to actually be helpful (but that doesn't mean they have to be inefficient). Along with all the technical training, we must teach our support desk to ask the right questions. The right questions help drill down to real problems- making everything much easier to fix. The 10 step process is now revised to 3.
1) Explain the problem
2) Support diagnoses actual problem through a series of detailed questions- both illustrating to the customer they truly care about what's occurring, and aiding their ability to fix on the first try
3) Problem is fixed and properly communicated back to the customer so they feel comfortable moving forward
It's better for both the customer and the business to efficiently fix problems. IT companies need to invest deeper into their employees and their training, for it's not just the IT company that suffers they don't.
If your company isn't satisfied with it's internet, looking to better their phone system and/or services, or making changes to a current/new office floor plan which needs network cabling, please let us know!