Dear Mr. Schwartz,
I am writing in response to exceptional good service I received last Friday from one of your Chiro 8000 support techs, Tyson Cutler.
I've spoken with Tyson a number of times when I've called tech support, and am always especially pleased when I get him. He strikes me as intelligent and knowledgeable about computers and the Chiro 8000 software; however, he is also polite and pleasant, and my experience with him is always good. Last week, however, Tyson "went the extra mile" in helping me.
We bought a new computer for our chiropractic clinic.instead of having Windows XP, it had Vista. I loaded Chiro 8000 onto it, but couldn't figure out how to access our Chiro database, and neither could the "computer guy" who's been upgrading our computers. I called Forte tech support to get help with this, and was pleased when Tyson answered my call. I've spoken with him before, and always found him a pleasure to deal with.
I explained what I needed to Tyson, and he logged onto my computer. I put him on speaker phone so I could work on other things while he "did his stuff." He worked quietly on his end, and I went about my business at the office, keeping an ear out in case he needed to talk to me. Unfortunately, my brain was out to lunch that day, and I hung up on him not less than FOUR TIMES. I was utterly embarrassed, and each time had to call tech support and wait to be reconnected with Tyson. Not once did he act anything less than completely professional when I had to call him back; he may have thought I was a nitwit, but he never, never, ever hinted so in word or tone. Furthermore, as I waited to be reconnected, I watched my computer screen; he stayed focused and didn't get rattled by my frequent disconnections; he just kept working on my computer.
Vista is very new and Tyson, instead of acting like a know-it-all, admitted he didn't have a ready solution to my problem. I was impressed with his willingness to admit he didn't have all the answers. However, I was even more impressed when he said he needed to do a bit of research to find the answer to my problem. I kept him on speaker phone and he quietly researched my problem.
We only work half a day on Friday, and I had to leave before Tyson had finished working on my computer. I told him I needed to leave, and he indicated that was not a problem. I asked him to either leave a note on my computer desktop, or call my cell phone (I gave him the number) with an update when he was through with my computer. Ten minutes later, Tyson called my cell phone and reported that he'd found the solution to my problems, and I could now access the Chiro 8000 database from my new computer. When I returned to work on Monday, I found he was right. My new computer works like a dream and I can access Chiro 8000 without any problems at all.
Mr. Schwartz, this entire year has been extremely difficult and challenging for our office. We learned a valued employee was stealing with us. We hired a new doctor, and after only eight months she left us to work at another clinic. We've had insurance and electronic filing issues, requiring us to spend untold hours on the phone with tech support at several companies. Julie, our Patient Accounts Manager, has come to the conclusion that the techs employed by these techs are a bunch of idiots who have no idea what they're doing. She could write a book about her experiences, and she begins to twitch every time she has to call tech support with Medicare or ENS.
Then, in the midst of our own personal nightmare, along comes Tyson Cutler. He didn't mind admitting he didn't know everything; he took the time to research our problem; he treated me with great courtesy and respect, even when I accidentally kept hanging up on him and having to call back; he continued to work on my computer until he found the solution to my problem and fixed it, which took a considerable amount of time; he continued working on it even when I had to leave the office.
The people who work in tech support are the face of a company, the ones with whom the public most frequently comes in contact. They make a company look bad, or they make them look good. Customer experiences with tech support can determine whether they continue to purchase products or services from a company, or not. Tyson Cutler makes Forte look very, very good.
Tyson didn't just fix my computer; he brightened my entire week. My congratulations to Forte for having the good sense to employ techs of such high caliber as Tyson.
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