Why is it that when people call technical support, they sometimes (oftten) explain in detail what was working, how it was working, what they liked about it working, before ever mentioning that they have a problem now or what the problem might be? I don’t usually care about what it was doing when it was working fine; I usually know exactly how it was working when it was working fine! I want the customer to tell me what the problem is, so I can explain the solution to them and help the next customer. I don’t want to sit on the phone with the customer for 45 minutes because they couldn’t tell me what the problem was within ten minutes, and then didn’t believe that my solution would work and need to spend twenty minutes verifying that whet we walked through fixing in two minutes works to their satisfaction.
(Also, I am right now speaking to a person who spelled out “dot” when saving a file with an extension. So instead of .pdf, he was putting .dotpdf. How clever!)
Of course, worse are the customers who aren’t interested in anything i have to say because they have their own explanation for what is going wrong. Why did they call me in the first place? What do they expect me to do? Tell them that their incorrect assumptions are true? Leave them with non-functioning software? Somehow magically make it possible for them to use the software incorrectly and it to work at the same time? Aargh!
Here’s another one: I just talked to the third person today who was calling in for someone else about a problem that they had never seen because they have never used our software before. The person who uses the software and has the question is never available in this situation, and the person I am on the phone with never has a good understanding of either our software or the problem. Usually they don’t even have a good grasp on how to take notes to relay information to the person who does have the problem, either. It is a joy to behold.
Here’s another one: I just talked to the third person today who was calling in for someone else about a problem that they had never seen because they have never used our software before. The person who uses the software and has the question is never available in this situation, and the person I am on the phone with never has a good understanding of either our software or the problem. Usually they don’t even have a good grasp on how to take notes to relay information to the person who does have the problem, either. It is a joy to behold.
I feel your pain. Customers will be just that, cuatomers that seem to have half of thier brain working all of the time. I deal with people that can’t figure out how to balance thier check book, or how to fill out a transaction slip. Come on people it is not that difficult!
I feel your pain. Customers will be just that, cuatomers that seem to have half of thier brain working all of the time. I deal with people that can’t figure out how to balance thier check book, or how to fill out a transaction slip. Come on people it is not that difficult!
I feel your pain. Customers will be just that, customers that seem to have half of their brain working all of the time. I deal with people that can’t figure out how to balance their checkbook, or how to fill out a transaction slip. Come on people it is not that difficult!
I feel your pain. Customers will be just that, customers that seem to have half of their brain working all of the time. I deal with people that can’t figure out how to balance their checkbook, or how to fill out a transaction slip. Come on people it is not that difficult!