![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
katyism.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryWhen on an extremely insistent/worried/whiny/too-talkative-interrupty customer call, and you cannot fix or explain the problem they are having, how do you get rid of them and get to a point where you can hang the fuck up, politely?
For instance, in my support center it is a strict rule that we do not attempt to support people's coding problems with making their silly little web pages. We can tell you the basics of Front Page, we can tell you how to upload your shit on the server and set permissions, and that's it. I cannot go through your web page source and enumerate every typo, bad syntax, and bad reference you and your shitty web editing client put there. Even if I know exactly what the problem is and coudl tell you what to type to fix it. For the users we deal with, we'd get in trouble with that because then they'd have us teaching them the basics of HTML over the phone and writing their code for them.
Anyway, I'm rambling. My curiosity here is how do you handle the whiny callers who still go on and on about the problem, bugging you to fix it because they "KNOW you know how", even if you've repeated over and over We Do Not Support This, please contact your computer manufacturer or go visit the online HTML training course on our site, or whatever the protocol is. I'm interested in creative tactics and ways of putting things differently that will get the customer to shut the fuck up and ask for help from a more appropriate source.
For instance, in my support center it is a strict rule that we do not attempt to support people's coding problems with making their silly little web pages. We can tell you the basics of Front Page, we can tell you how to upload your shit on the server and set permissions, and that's it. I cannot go through your web page source and enumerate every typo, bad syntax, and bad reference you and your shitty web editing client put there. Even if I know exactly what the problem is and coudl tell you what to type to fix it. For the users we deal with, we'd get in trouble with that because then they'd have us teaching them the basics of HTML over the phone and writing their code for them.
Anyway, I'm rambling. My curiosity here is how do you handle the whiny callers who still go on and on about the problem, bugging you to fix it because they "KNOW you know how", even if you've repeated over and over We Do Not Support This, please contact your computer manufacturer or go visit the online HTML training course on our site, or whatever the protocol is. I'm interested in creative tactics and ways of putting things differently that will get the customer to shut the fuck up and ask for help from a more appropriate source.
![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}