A customer has a problem.
A tech gives a straightforward, simple response using absolutely no jargon.
Customer responds that we're the worst experience they've ever had.
If they can't understand the basic language and terminology that are used in dealing with servers and webhosting, they need to have someone do this shit for them.
This stuff doesn't work with a Playskool or Fischer Price interface. I wish it did. I wish everything was made out of primary colors and basic shapes that made squeaks and moos and chirps in ways that let you know it works or doesn't... but it's just not that simple.
So, in those situations, if you're waving your hands in front of you and whining like a scared baby, back off.
I mean, if I were to say "Use the turn signal" and you say "Where is that?" then you need to stop the car, leave the keys on the seat, and get out so someone else can drive. But don't jump my ass because you bought that car from my company and didn't magically know how to use it.
If I were to say "Okay, now play a G chord" and you're staring at me dumbfounded over your guitar, put the thing down and either get some lessons or get off the stage. But don't jump my ass because you bought that guitar from my company and didn't magically know how to use it.
Why should this stuff be any different?
Technical Support is no cure for your not knowing your shit.
There's a difference between something being broken and something not doing what you want because you don't know how to do it or have the brains to Google search the problem or hit F1.
There's lots of folks with skill out there. If you don't have the patience to learn from them, then you'd better get out your checkbook and hire them.
Comments (2)
Haven't you learned this yet? Expecting people to actually read help files, manuals and web sites, to try things out on their own and learn what not to do, or think about underlying principles (this edit box over here should work just like that one over there), or to actually look at the window they are manipulating (um, how do I get back to this tab?), well, that's just so.....mean!
Now you know why I don't tutor anymore, I just write lots of code and fix my friend's machines for a few extra bucks. I don't mean to sound like I'm coming down on you Laurence, but I refuse to put up with that kind of attitude any more, not when computers are so simple.
Posted by David M. Hartzell | February 9, 2008 12:18 PM
Posted on February 9, 2008 12:18
My biggest pet peeve?
When somebody tells me they're computer illiterate. That's nice, sir. That really is.
Now as soon as you get off the phone with me, DO SOMETHING ABOUT IT!!!
Because intuition is a wonderful thing.
Posted by Gravypan | February 9, 2008 11:58 PM
Posted on February 9, 2008 23:58