Google Support, Part 2

Ironically, after posting my rant about Google Technical Support, Google Tech Support emailed me to say they had switched our Standard Edition of Google Apps over to the Education Edition. Happy ending, I suppose, but it gets me thinking about customer service.

Personally, I am a computer guy and not a people person. Put me in a room with 100 computers and I am in heaven. Put me in a room with 100 people and I am in hell. Not that I hate people, I just am not the most comfortable when I am trying to make conversation.

Additionally, with everything I am expected to handle I tend to give customer service lower priority than fixing/upgrading/adding/deleting/moving/installing/etc. I'd rather get the next task accomplished than spend time telling someone what I already did.

I think that puts me at a disadvantage with customer service. People may think that my lack of communication indicates a lack of concern or a lack of professionalism. I know I was pretty convinced that Google was uninterested in my problem with them. Even now, after a successful resolution to the problem, I do not feel good about the situation.

Leave a comment and let me know how you handle customer service in your position.