Re: [Fwd: GRE PROGRAM]

I actually worked on an e-mail support staff at a large company once.  
We had a set of canned replies that we were encouraged to use. There  
was a heavy stress placed on our "metrics" (answers per hour,  
basically), so for a "first call," a canned reply was used if it  
looked anything like an answer.

So yes, even if you were answered by a living, breathing thing, it  
was probably acting like a robot.

Customers often sent additional emails if the canned response didn't  
help. Second and third emails usually got a little more thought, but  
that might just be a more considered boilerplate selection, perhaps  
with a line or two of original text tagged on.

With this in mind, you might go ahead and send another email,  
including the previous thread, explaining why the first answer isn't  
helpful. I can't think of a good tack to use, though. Keep in mind  
that your correspondent, even if alive, might not be brighter than  
your average robot.

(If that turns out to be the case, I would be careful not to say as  
much to them. He who begs at a glass house shouldn't throw stones.)
Marcus


On Oct 25, 2008, at 4:05 AM, Thomas Levine wrote:

> I wonder whether companies like this use programs that  
> automatically guess
> which pre-written email is closest and then choose the best pre- 
> written
> email as a reply. Then they wait a few days to make it look like  
> the process
> wasn't automatic.
>
> On Sat, Oct 25, 2008 at 2:02 AM, Paul Martzen  
> <[email protected]>wrote:
>
>>
>> -------- Original Message --------
>> Subject: GRE PROGRAM
>> From: GRE <[email protected] <gre-info%40ets.org>>
>> To: [email protected] <paul_martzen%40yahoo.com>
>>
>> Thank you for contacting the GRE Program.
>>
>> Dear Paul,
>>
>> Regarding your inquiry:
>>
>> The GRE Test is administered on a standard English language (QWERTY)
>> computer keyboard.
>> QWERTY is the most common modern-day keyboard layout on English  
>> language
>> computer keyboards.
>> It takes its name from the first six letters displayed at the top  
>> of the
>> keyboard.
>> We recommend that test takers practice typing on a QWERTY computer  
>> keyboard
>> before taking the GRE.
>>
>> Thank you for your inquiry. We appreciate the opportunity to  
>> assist you.
>>
>> If you have additional questions, please contact our Customer  
>> Service team
>> at (866) 473-4373 or (609) 771-7670,
>> or visit our Web site at www.gre.org. If you contact us via e- 
>> mail, please
>> include all previous correspondence
>> or a summary of information regarding your inquiry.
>>
>> ETS is committed to improving your customer service experience.  
>> Please take
>> a moment and complete a short
>> Customer Service Survey at
>> http://surveys1013.websurveyor.net/wsb.dll/bfried/ 
>> ETSProgramEmail.htm?WSB36=GRE
>> so that we may identify ways to improve our service to you. If you're
>> unable to access the survey by clicking
>> on the link, please copy the entire link and paste it into the  
>> address bar
>> of your web browser.
>>
>> Thank you in advance for your participation.
>>
>> Be sure to add @ets.org to your address book or safe sender list  
>> to ensure
>> that you receive e-mail messages from ETS.
>> AXK1352
>> CRM# 5639912
>>
>> TRACKING NUMBER: A00007348199-00027705368
>>
>> -----Original Message-----
>>
>> From: [email protected] <paul_martzen%40yahoo.com>
>> Sent: 21 Oct 08 11:35:50
>> To: <[email protected] <gre-info%40ets.org>>
>> Cc:
>> Subject: Test Administration
>>
>> Below is the result of your feedback form. It was submitted by
>> ([email protected] <paul_martzen%40yahoo.com>) on Tuesday,  
>> October
>> 21, 2008 at 11:35:46
>> ----------------------------------------------------------
>>
>> ref_web_page:
>>
>> http://www.ets.org/portal/site/ets/menuitem. 
>> 1488512ecfd5b8849a77b13bc3921509/? 
>> vgnextoid=ebf42d3631df4010VgnVCM10000022f95190RCRD&vgnextchannel=ca89 
>> 46f1674f4010VgnVCM10000022f95190RCRD
>>
>> email2: [email protected] <paul_martzen%40yahoo.com>
>>
>> message: I understand that the GRE test now has a typing component  
>> on a
>> computer keyboard. I touch type exclusively
>> using the Dvorak keyboard layout, which is a standard feature in all
>> computer operating systems and which is an
>> approved ANSI keyboard layout.
>>
>> While I can hunt and peck on the Qwerty keyboard layout, I cannot  
>> touch
>> type on that layout and would be at a big
>> disadvantage if I am forced to use the Qwerty layout.
>>
>> Do your test computers have options to switch between Qwerty and  
>> Dvorak, or
>> do you have hard wired Dvorak labeled
>> keyboards available for the use of myself and other Dvorak users?
>>
>> Sincerely,
>>
>> Paul Martzen
>>
>> ----------------------------------------------------------
>>
>> --------------------------------------------------
>> This e-mail and any files transmitted with it may contain  
>> privileged or
>> confidential information.
>> It is solely for use by the individual for whom it is intended,  
>> even if
>> addressed incorrectly.
>> If you received this e-mail in error, please notify the sender; do  
>> not
>> disclose, copy, distribute,
>> or take any action in reliance on the contents of this  
>> information; and
>> delete it from
>> your system. Any other use of this e-mail is prohibited.
>>
>> Thank you for your compliance.
>> --------------------------------------------------
>>
>>
>>
>
>
> [Non-text portions of this message have been removed]
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