[chadfree] Re: Tech Support - Rene (was Peggy- Photo program question_

At 13:05 19-04-2004, Linda F. Johnson wrote:
><<And believe me, when you do tech support on the phone, and
>you try to help people find a specific tool, and they're not using the
>right program, it takes  a long time to realise why they keep insisting
>that the tool you describe for them doesn't exist ...>>
>
>That's why when I used to work tech support on the phone, my first
>instruction to people was ALWAYS "Click on  the Help menu and tell me what
>it says after the word 'about'."  I don't' care if the programs don't even
>look alike, Rene....people will often insist they are inside one program
>when they are really inside another :-)

That's what I learned from that experience ... hehehe ... Thing is that the 
support I did was for system admins ... and logically you assume that they 
know what they're doing ... In the end it turns out that in many cases we 
had to clean up their messes because they couldn't even follow simple 
directions...

The company I worked for changed the policy to get VPN access to all 
clients as they came by the servers to set it up. That way support could be 
done by simply talking on the phone with the client about what they wanted 
done, and then do it ourselves through the VPN connection.

I never actually handled end-user support over the phone (only 
server/server-admins) myself ... but I know my colleagues that did often 
had to take a few extra breaks hehehe ...


Rene

-- 
Rene Brehmer
aka Metalbunny

~ If you don't like what I have to say ... don't read it ~

http://metalbunny.net/
References, tools, and other useful stuff...
Check out the new Metalbunny forums @ http://forums.metalbunny.net/


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