Wednesday, March 4, 2009

'Feel Good' Tech Support

So often we hear stories of bad tech support, so once in a while when you get good tech support, it might not be a bad idea to mention it.

Greenshades - with their e-Filing center has been popular with Great Plains customers for a while. Last week I got a call from a customer who was on a deadline and getting an error while filing. The customer was frantic and his sense of urgency transferred to me. He said he was trying, but just couldn't get in touch with Support.

I called the Greenshades tech support people. It took me about 30 minutes to wait in queue before I could speak to the tech support guy.

I was ready to blurt out the story with urgency befitting that of a person being rushed to the ER. However, as soon as the person on the other side of the phone said - "Hello there!" (Calm voice, possibly smiling), all I could do was just mention the problem. We got the problem resolved pretty quickly and it was all over.

This has happened to me multiple times over the years, with separate tech support people at Greenshades. Each time I call, and there is an emergency from a customer, and each time I hear a calm voice on the other side, with somebody who is smiling, and get a quick resolution.

Greenshades has the happiest group of Tech Support people I know of.

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