Money vs Morals

[sourboy]

So I'm working for a major company doing Tech Support. This company is forcing us to ask for sales on ALL calls we take from outside customers, even when their technical issue is unresolved. I find this rude, and many customers have told me this when I ask. Morally, I find it wrong to ask someone to order a service or upgrade one, when they have a service that is not working. Do you think it's right to push a sale in this case? Do you think it's rude? Comments?

PS - this company is also knowingly forcing out an old working product, replacing it for a higher priced new product that is a beta model at best. Most customers report problems several times a week.

 

[Perfection]

Sounds like a nasty situation. Regardless of what I'd do in the meantime, I'd start looking for another job (preferably out of the tech support field).

 

[scy12]

Imagine a plan admirable for it's creativity and perfection and steal from the company what you can until you can create your own company. Then use it to innovate in fields and also to make more money .

 

[sourboy]

Sounds like a nasty situation. Regardless of what I'd do in the meantime, I'd start looking for another job (preferably out of the tech support field).

Yeah, well, the job was to pay my way thru school (yes, non-tech support), but oh well.

You may actually be a customer, since I know you're in the area. I'm sure you've heard many complaints... this company gets targeted by the newspaper a lot.

 

[Erik Mesoy]

Call your local equivalent of a consumer watchdog, ask if it's legal. I suspect it might constitute harassment.

 

[sourboy]

It's certainly borderline. There's been numerous cases against this company. Our local governor (IIRC) even took a stand at one point, due to poor service in the area. Sad thing, is it's the largest company of it's kind in America.

 

[scy12]

It's certainly borderline. There's been numerous cases against this company. Our local governor (IIRC) even took a stand at one point, due to poor service in the area. Sad thing, is it's the largest company of it's kind in America.

Is it an internet service provider ?

 

[sourboy]

Yes, among other things. Cable company.

 

[Perfection]

Sounds like a craptastic place to work.

 

[sourboy]

yes, VERY!!

 

[Brighteye]

If you get a job on the telephone, this is what you get. Do it, and maybe apologise for it.

 

[downtown]

Call your local equivalent of a consumer watchdog, ask if it's legal. I suspect it might constitute harassment.

Why? Telemarketing is legal.

 

[Virote_Considon]

I voted the money. IF you earn enough money, then you can buy shares in the company and moralize it to your ends that way

 

[silver 2039]

I don't see whats wrong with it. Besides they pay your salary you have to do what they ask. If you don't like it quit.

 

[Mise]

We do this in the company I work for. Customer calls in to Customer Services (for whatever reason), and we try and sell them another product / upgrade them to a more expensive product. If people don't want to be upgraded, they'll tell you so. *shrug*

 

[sourboy]

We do this in the company I work for. Customer calls in to Customer Services (for whatever reason), and we try and sell them another product / upgrade them to a more expensive product. If people don't want to be upgraded, they'll tell you so. *shrug*

That I get. In Tech Support though, half the calls are unresolved on a NON-working service, thus many customers get mad when you try to sell them on another one. It's rude at times, especially when the customer has called in several times in a week or day even, on an on-going issue, bugging them each time to buy more. That's my complaint...

 

[Ayatollah So]

Start looking for a new job. Meanwhile, I don't think it's immoral to be rude (buy our PREMIUM service and this problem will go away!) as long as you're telling the truth-in-advertising, and you're minimizing the rudeness as much as practical. Of course, telling the truth-in-advertising probably won't satisfy your company, but with any luck you'll find that new job before they actually get around to firing you.

 

[Bill3000]

Let the market decide.

 

[Stylesjl]

Let the market decide.

Sounds like it already decided.

But in keeping with the theme of my new avatar and signature

Let god decide

 

[Whomp]

Ever heard someone at McDonald's ask "would you like fries or a hot apple pie with that"?

Maybe it's how you've been trained to sell it. There's nothing wrong with add on sales if they're unobtrusive.