Vegor (a.k.a. Christian) said something quite profound today at work. He said, "If only the customers could see what we were doing now."

At a technical support call center, as someone calling in, you probably question what goes on during those hold times or why the wait time to talk to customer support is such a long wait.

The Tech Support Agent that you are talking to could be doing what Vegor and I were doing while there was a 40 minute queue today. Today I experienced my very first Lego War with real Lego Battle Cars. Vegor was cursing because I kept winning. He was not really angry, he just could not hit my target on my battle car and was blaming beginners luck. Our first game went from best of 3 then best of 5 then best of 7.

Here is what a battle car is!

Another interesting thing about Tech Support is the difference on what the Tech guy hears and says compared to what the customer hears and says.

On the customers side of the conversation they hear and say stuff like the following:

Tech Support: Thanks for calling Tech Support may I have your ID number?
Customer: I can't get my email.
Tech Support: May I have your ID number?
Customer: My email address is bob@bigplanet.com
Tech Support: Hold on a second while I search for your email address.
Tech Support: Is your name Bob?
Customer: Yes
Tech Support: Thanks Bob, now lets fix the problem you are having with your email.
Tech Support: What program are you using to check your email?
Customer: How do I find that out?
Tech Support: Click on your help button in the program you are using and click on about.
Customer: I don't see a help button.
Tech Support: Do you see FILE EDIT or VIEW on the top of the screen?
Customer: All I see is ...

What customers hear and the stuff they don't hear while the mute button is on.

Tech Support: Thanks for calling Tech Support may I have your ID number?
Customer: I can't get my email.
On Mute Commentary: I asked for your ID number.
Tech Support: May I have your ID number?
Customer: My email address is bob@bigplanet.com
On Mute Commentary: Hey Vegor what was that site address again?
Tech Support: Hold on a second while I search for your email address.
Vegor: www.lego.com/battlecars
On Mute Commentary: Thanks
On Mute Commentary: When are we going to battle again?
Tech Support: Is your name Bob?
Customer: Yes
Tech Support: Thanks Bob, now lets fix the problem you are having with your email.
On Mute Commentary: After this call lets go again best of 7 this round.
Vegor: Your on!
Tech Support: What program are you using to check your email?
On Mute Commentary: Does anyone want some Wendy's?
Customer: How do I find that out?
Tech Support: Click on your help button in the program you are using and click on about.
Customer: I don't see a help button.
On Mute Commentary: Just let me know if anyone wants anything.
Tech Support: Do you see FILE EDIT or VIEW on the top of the screen?
On Mute Commentary: Hey Stacy, did you get that problem fixed with the last guy I was talking to?
Customer: All I see is ...

And as a final commentary on this, I just have to say our customers are being served well at Nu Skin technical support!