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President's Message:
Merry Christmas (+ ’10 Changes!)
Hope
your Christmas season is brimming: a fun Christmas tree; clever sox
hanging; enough presents for all; hot chocolate/cider; and lots of love and
hope!! We all deserve a break to celebrate this most special event
(especially now!)! All of us at TEL wish you and yours a very special
Christmas!
Business
note: Mid-1/10, TEL’s Price Lists and Support change: some lower
prices; new offerings. Underlying ideas: TEL to provide top
prices-services to top Dealers and customers, along with our best to
all!
The only thing that doesn’t change IS change! We learned some from 5/09 changes - that
need changes – plus some new stuff:
1. No direct End-User sales/support w/o a Dealer
or IT staff:
2. New Trade-in/Repair options: TEL keeps you up,
for a fee;
3. The New IF/XL jr. – like
the XL, but w/generic rates;
4. New Support processes for top Dealers (see
article below).
New
Price List & Support info in effect now - out in day or so.
Let’s
work together, do some good and make some money! Thanks for your
business! Happy holidays – and good hunting!
John
L. Gunter Sr.
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New Tech Support Policies
In mid-1/10, look for new, better Tech Support
policies!
Transition may take a little time: 800 and 801 Support calls will all go to Support –
maybe a few changes early on.
New Support processes for all Dealers: All calls to TEL will start with a very brief
message asking Support callers to hang up and call 800-304-4006, the new
Support line – and the only Support entry;
Gold & Silver Dealers
(buy quantities; represent TEL very well; do not sell competitors; keep
accounts current; and provide good support, etc.) enter a new Access Code
and Password for a generally free Live Queue (no info entered: call
diverted to Voicemail Queue – a surprising number of Dealers
prefer callback to waiting in a live queue). In rare situations, this
Live Queue may incur charges based on: up-to-date changes in the account,
sales or support. This queue is open from 9-4 MT, M-F (not 8-5, as
before, and not holidays). Scheduled calls are possible with ample
notice. Due to random call patterns, queues and callbacks do
occur. Data needed for Support here: site name; main site phone number;
reason for call. This data saves callers and TEL time and
money. Callers can be charged if data is not available and ready;
General Dealers will be diverted to a Voicemail Queue. Hours: 9-4 MT
M-F (not 8-5; not holidays). Calls may be scheduled with ample
notice. Due to random call patterns, queues and callbacks do
occur. Data needed for Support here: site name; main site phone
number; reason for call; caller name and phone number for callback; name
and serial number of product name; Dealer/company name and Dealer ID - this data saves callers and TEL time and
money. Below are a few details about the program:
Support costs:
1.XL, Plus and jr. Support: $80/hour (w/o Plan);
2.IFPC, WS32 (PC/Internet/++: $100/hour (w/o
Plan);
3.Ninety-eight % of Live Queue calls are answered in 1-to-5 minutes;
and virtually all are answered in < 30 minutes;
4.Ninety-five % of all Voicemail Queue calls are answered in 2-to-15
minutes or returned in <2 hours, and most are answered in 2-3 minutes or
returned in 5-20 minutes;
5.Answers to almost all product questions can be found in TEL Manuals
or at www.tel-electronics.com
(w/all Manuals; Tech Tips; Q&A; white papers/LUTYs; etc.);
6.TEL Tech Support personnel strive to be polite and knowledgeable,
and expect the same from callers;
7.TEL personnel reserve the right to end calls if TEL policies are
not followed - TEL management must be involved then before any
further calls are made;
8.TEL Dealers agree to provide 1st level Support, representation,
etc., and should be well-prepared to handle most TEL product needs for
end-users – TEL’s role is 2nd level Support for
Dealers;
9.Callers recognize that calling TEL Support means the problem is
tough or unusual – if simple, why call? Thus, callers accept
TEL’s role/policies/charges:
10.
Providing
sufficient data (see above) in advance will help TEL to help callers;
11.
Support
(etc.) lines can (not often) get tied up with many almost simultaneous
calls, so queues happen;
12.
Patience,
advanced preparation and being polite will bring the fastest answers;
Some problems take time, even require desk or
bench time, and callbacks may not be as soon as liked – timing
depends on problem types/other calls/etc.;
Current 800 number should be used for Support starting
1/15/10 ONLY by Dealers with Support Passwords – and otherwise should
only be used for Sales, Finance and Administration)!!
Submit
questions or comments by phone to John Gunter, President, at 801-756-9606,
X. 3311, or to Jessie Warner, Marketing Director, X. 3302, on the website,
via email to support@tel-electronics.com;
or via fax to 801-756-9135.
 TEL PRODUCTS ARE DESIGNED, PRODUCED, SOLD AND
SUPPORTED IN THE U.S.A.
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Tech's Corner: Challenges - and More Challenges
Good
Tech Support is great; BUT providing/getting it isn’t easy!
Costs are high (even trying to provide or get it)! Costs/rules are
trouble for all!! Even with resources, we need an oracle to tell us
when, what, how and how much to provide/get! Consider:
Caller says:
1. Support not there when NEEDED: bad;
2. Support line rings busy or has no answer: bad;
3. Long queues and long, crazy messages: bad;
4. Auto Attendant and diverted to voice mail or
email: bad;
5. Data & preparation for calls are extra
cost/extra effort: bad!
6. Need answers now; onsite and customer
can’t wait: bad;
7. Tech Support should be free – your
system; your problem and onsite just doing your work!
Provider says:
1. Callers unprepared and/or unknowledgeable -
bad;
2. Callers unwilling to work it out - or
“know-it-alls” – worse;
3. Callers keep calling with same questions -
horrible;
4. Cost to find/train/retain good techs - tough,
at best;
5. Predict calls &“see” problems
via phone: impossible!
6. Callers should be savvy, prepared and willing
to help Tech Support – they are responsible for site, so doing their
work!
Realistically, now:
callers can’t expect immediate attention or quick resolution (problems
often tough – or why call?); callers & techs must work
together (but so different, both frustrated); tech must lead;
caller must follow, be prepared (caller “sees” problem; tech
“hears” it – email cell phone camera “eyes”!);
tech lines will get tied up, so be patient (calls come randomly
-a few one hour; a grundle the next – like ANY queue); and
callers must expect a wait/callback (techs work with others, too;
enter notes; study problems; even attend meetings, etc.).
Note:
callers should ALWAYS TRY TO STAY AWAY FROM HIGH TRAFFIC TIMES! In
Tech Support, calls always bunch up during: mid-days; mid-weeks; days
before holidays; and at month ends. Schedule, if you can - and get
better Tech Support!!
AND NEVER FORGET: ONLY top techs can solve the tough
ones & they don’t just sit around – another reason for
queues! Good Tech Support requires good techs and good callers
(prepared, sharp, patient, helpful)! It takes both ends!
TEL
seeks to provide good Support for good Dealers - and the best for the best
Dealers. New Prices and Support policies, to take effect mid-1/10,
should help all - more business-like, more quid pro quo. We
need to work together to satisfy our joint End-Users wants/needs and make
money for Dealers and TEL!
Let
us know what you think about Tech Support, in general, and our Tech
Support, past, present and now planned for the future. Most tech
companies are charging for marginal support or have large quantity sales
and build a big chunk into the sales prices to cover out-sourcing,
automated (and foreign) support! TEL is committed to providing the
best products, prices, Tech Support, and policies all around that it
can. Go to our website and fill out the “How Is TEL
Doing?” questionnaire – for us and you!
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