(no subject)

[thesawg.livejournal.com]

I have been doing first tier support for over a year now, and I have pretty much gotten to a point where I rarely pay attention to what the customer says on the call. It is almost all automatic now. One thing I do is when the customer is making small talk while they reboot or type something I just mindless agree without thinking about it much. But sometimes I really need to learn to pay attention to what the customer says.

Customer: "It is hard to type with just one hand"
Me: "I have gotten pretty good at that over time"
*awkward silence*

I seriously didn't know what I was saying until after I said it. I guess I need to really pay more attention to what the customer is actually saying.