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Oct. 26th, 2004 10:08 am![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
jacobine.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryIs it really too much to ask for the users to have at least SOME coherent idea of what their problem is before they call? Granted, I asked this of my manager and he thinks it probably is.
I just had this conversation. Add your own vague intonation to the user's voice.
User: Hi... I got, uh.... locked up while taking this ... uh... course. Can you help me?
Me: Um, ok. What were you locked up in?
User: It just locked up. I was working with the, you know, training program and it's not working.
Me: Training program? How did it lock up?
User: Well, I hit uh, next twice and uh... now I have question seven... and, uh, um.. it won't let me go back or forward. Should I call the person in this email?
Me: (now starting to finally figure out what she's talking about) What was this training thing?
User: That integrity thing? I don't know.
Me: OK. Have you tried restarting it? It's supposed to save if you exit.
She went to go do that. She hasn't called back yet. I assume she got it, or is bothering the General Consul's assistant, who is the person who sent the email she referred to.
This woman always calls with some incoherent issue. I really want to smack her with a coherency bat.
Besides, I'm getting all the gems this week. My officemate's wife had a baby so he's out all week, which leaves me the only person on the desk until I leave at 4. Then one of the techs gets to take over.
I just had this conversation. Add your own vague intonation to the user's voice.
User: Hi... I got, uh.... locked up while taking this ... uh... course. Can you help me?
Me: Um, ok. What were you locked up in?
User: It just locked up. I was working with the, you know, training program and it's not working.
Me: Training program? How did it lock up?
User: Well, I hit uh, next twice and uh... now I have question seven... and, uh, um.. it won't let me go back or forward. Should I call the person in this email?
Me: (now starting to finally figure out what she's talking about) What was this training thing?
User: That integrity thing? I don't know.
Me: OK. Have you tried restarting it? It's supposed to save if you exit.
She went to go do that. She hasn't called back yet. I assume she got it, or is bothering the General Consul's assistant, who is the person who sent the email she referred to.
This woman always calls with some incoherent issue. I really want to smack her with a coherency bat.
Besides, I'm getting all the gems this week. My officemate's wife had a baby so he's out all week, which leaves me the only person on the desk until I leave at 4. Then one of the techs gets to take over.
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Date: 2004-10-26 08:22 am (UTC)I usually just tell someone to reboot and then walk through to the point where it locked up when they do that to me. Their brains can't process more than saying "Now I'm clicking here, now I'm clicking there . . ."
It's a bit like a call I got forwarded to me where a guy was swearing up and down he had a login to our system and could access it from his laptop, but only at one location. Finally I ask him what icon he clicks on to access our system (nothing he said sounded right) "I don't have an icon for that" So then I ask "Do you even have a login for our system" "Nope"
Mind you he just spent 10 minutes arguing with the tier 1 guy that he had a login and could access it and another 3 minutes with me arguing he had a login and could access it.