I’ve really got to hand it to these management drones. One of them sends a mail over on their investigation on our support quality. And guess what, they came back with a lot of these feedbacks:

Technical support agent used too much technical jargon
My Answer: If customer isn't too stupid at the first place, we wouldn’t have these complaints. Look, do you expect Albert Einstein is willing to talk with someone who has an IQ of 70? Hell, if these people want to be too stupid and don’t even want to learn about technology terminology, you think we have time to educate these people. Let’s say even though we have provided much education through the phone, do you think these people would learn? Quite the opposite, I’d say. Why? If they’re willing to learn, most probably they would have learned all they can by now. I’d say we do what we’re doing and stop wasting our time to reeducate a customer who’s not willing to learn.

There is no follow-up when a quotation is being made
My Answer: Hello? Last I checked, Technical Support isn't a Sales team. Stop trying to be something that we’re not paid or trained with. Stop trying to mind other people’s business. We have trouble of our own, mind you and we don’t have time if some sales agent cannot event follow-up their own cases.

Some agents are rude to the customer
My Answer: Okay Mr. Know-It-All. Let’s see how you feel if you have explain 50 times over the same issue when some customer is too idiotic to understand what our agents are talking about. And let’s see how you fare when some customer scolded you for their own stupid mistake. Make sure you walk in someone’s shoe first before making any comment.

There are too much dissatisfied customers
My Answer: You want to satisfy them? How about giving them what ever they want? Or how about give them a real good neck massage when our engineer is on site next time? I know some good suggestion and all of them cost money. Unless you’re willing to fork out the money to entertain and to satisfy a customer, I suggest you keep this idea only to yourself.