Originally Posted by
tonerhead
As it is, our company has a policy of at least verifying for free. Then if customer wants it fixed, it is billable. The trouble with this policy is you are there for 10 minutes and you charge $$$$$$$$$. Lots of times this really pisses the customer off more and they leave you at end of lease. I've tried talking with mgmt that simple stuff should be free or build some IT into their contract to begin with. It's always a slippery slope. Major corps like this one, bill the heck out of. The simple mom and pops though is a different story. So mgmt started a help desk. Works great. Trouble is customer calls in, you pull up their account (no IT services), the reply is we can try to fix over phone for $$ or we can send a tech out for $$$$. What do you want to do? I think we are pissing alot of customers off this way. If something simple, help desk should say, let's fix it no charge now. If complicated the help desk should say, it might take considerable time and we would need to send a tech for a bill of $$$.
For those of us who have been around a while, remember when we used to load drivers for free as we wanted the customers to print, use our equipment, burn through the toner that the customer bought so our company can make additional revenue. I still remember getting disciplined by the service mgr on a ride along for not asking customer if everyone is using our mfp for printing. Clicks brings us revenue he said. My, how times have changed.
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