One cause of
this problem is that many computer support companies have a
structural issue that they may not recognize. The issue is that
they are reactive as opposed to proactive.
If you are a
reactive company you are essentially sitting by the phone and
waiting for a client to call you with a problem so that you can
go out and fix it. You set your staffing levels based upon the
past history of the average amount of support required by your
customers and hope that you get it right, which is a tough thing to
do.
Often times
what causes the “no return call” problem is that your
problem happened at the same time that several other problems
happened to other customers. This leaves the technician or
support company so
overloaded with the stress of dealing with the issues that are
already on their plate, that they don’t return your call
because they do not want to add another to their list. This is a
common problem with small one-man-band companies.
Other causes
range from poor organizational skills to an inability on their
part to appreciate that the customers need to know the problem
is logged and a solution is on the way.
