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Maria Gilda Racelis

Customer Service is not Created Equal: Microsoft Tech Support Experience

Although I detest seeing jobs being outsourced to other countries, for the very first time, a Microsoft tech support had sweetened the bitter sentiment I have been carrying against the loss of jobs here in the country.

Praveesh reminded me that customer service is not created equal. Being in the customer service myself, I can easily separate the good ones from the rotten bunch. Before I got Praveesh, I called a couple of times and hung up shortly because of the useless responses I received to resolve my dilemma.

I bought a new laptop because my two-year old Toshiba was getting slow as it was running out of memory. So I got this HP TouchSmart with bigger capacity to have ample room for huge files such as pictures and contracts.

Sadly, it came with Windows 8. When I first saw the colorful apps at the store, I thought I was going to love it because of the cool touchscreen feature. However, I hated it after multiple attempts of trying to embrace this swiping of the screen from left to right or up and down to get out of the current page.

It was quite frustrating to be in a position where a big chunk of time was lost in finding my way in and out of the programs. I find the touchscreen feature cumbersome rather than awesome. It only looked super sleek and sophisticated in movies and tv shows.

So I called Microsoft tech support  to have my Windows 8 downgraded to 7. The first tech support advised me to go back to HP because they could not fix this on their end. I was lucky to get a hold of Praveesh after a couple more calls.

I told Praveesh, “I want to downgrade from Windows 8 to Windows 7.” Of all the tech support who answered my call, Praveesh was the only one who asked an “OPEN-ENDED” question.

He said that before I transfer you to the department that will help you downgrade the operating system, what is it that you don’t like about Windows 8.

I told Praveesh that the touchscreen drives me nuts. If I hit the Window key to launch the search feature, the classic desktop disappears and you’re back on the new Start screen with all the colorful apps. It is also difficult to get out of an App if you accidentally touch it on the screen.

“I will teach you how to use Windows 8 in such a short time to save you $99 from downgrading to Windows 7. It seems like you are missing the start menu button,” Praveesh said.Microsoft Tech Support

I gave Praveesh remote access to my computer and he opened a notepad to write down few shortcut keys and installed a start menu button on my laptop.

Praveesh not only saved me $99. He also made me realized once again that by asking the customer the right questions and by giving the time and eagerness to help out, one can be differentiated immensely from the rest.

I seldom get satisfaction from customer service based in other countries but this young man Praveesh has managed to change that deep-seated perception and abhorrence towards outsourced jobs.

And as a token of gratitude for a job well done, I asked Praveesh to transfer me to his supervisor or manager because the service he rendered should not be left unrecognized.

We can all leave an indelible mark in our customers’ mind and heart. Always put your best foot forward. Take time to listen and offer an alternative. Make your name remembered as I remembered Praveesh.


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Maria Gilda Racelis
I am a full-time realtor and a no-nonsense individual when it comes to rendering services to my clients. I take my job and the responsibility it entails seriously. My clients come first. I ensure that they know and feel I am working for their best interest. However, I do not carry out tasks to compromise my principle. I conduct my business with pride, honesty and integrity.
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