the gap company and customers

i just seen in a news magasine that customre cars service does not refelct the reality.
well yeah i think they have right in some how.
for me it works like this calling to the customer care for isp

1. pick up the phone.
2. dial wait for 20m or something liek that
3. hi [describe the problem] and that i have reboot the computer and modem yeah everything.
4. response: have you reboot the computer? if then do it agin.
5. recall when you have done this(what the hell do the customerservice employ go to lunch now or what)

My advice for the customer service is listen to the customer and then work out a plan instand of just follow the controll document that would look something like this.

1. make sure customer have reboot the computer
2. the customer are stupid so tell them to make sure they have put the modem to on
3. let the customer change cabel and eveything that you could find out to make sure the customer hangs up.

that is my reflection and expriences of customer care when you have problem with the modem or something like that.

i belive plenty of you out there fill the same.

articel to the one i was reading
http://translate.google.se/translate?js=n&prev=_t&hl=sv&ie=UTF-8&layout=2&eotf=1&sl=sv&tl=en&u=http://www.idg.se/2.1085/1.366093/omodern-kundservice-bromsar-foretagen