(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.

Comments

good advice...

[lions-tambua.livejournal.com]

LOL ;)
well... its getting REALLY bad when they say
Customer: "iam just too stupid for that stuff"
you: "I agree... me too"
---
gladfully i didnt yet *G*

[shmuffle.livejournal.com]

Christ, I know what you mean. Same time frame too...

Our breadth of support is very limited so there are about 5 different calls we get. I'm starting to enjoy it when some idiot immediately starts screaming down the line or wants me to support something completely unrelated becaue it means it's FINALLY something different.

I do feel bad when I've been talking to someone for 15 minutes and I can't recall any specifics about the discussion.

[the-s-guy.livejournal.com]

Got the T-shirt on that one. To the point where I don't care what I'm saying or what they think, as I'll forget them in 30 seconds and have to deal with another twenty callers before the end of shift.

It's not as if they're going to record you and tell all your friends, now, is it?

[ohhjuliet.livejournal.com]

That's pretty funny... ;)

On the flipside, though, sometimes when I have to call for support on a product , and I feel like the support person isn't listening to me... (yes, I made sure it's plugged in, this is what I DO..) It's frustrating on a professional level... not all your callers are idiots ;)

[greylady.livejournal.com]

But there are so many perfectly innocent reasons to type with one hand. My favorite is the laptop on the kitchen table while making dinner. Type with the right, cook with the left...

... I tried...

[annamaryse.livejournal.com]

I would have followed up with 'its ok, really, being an amputee isn't as tough as you might think...' and I would have said it deadpan.

[trixtah.livejournal.com]

*snort*

um, sure! of course! that's perfectly reasonable!

(actually, the sad thing is that I often read while cooking. I can see having the laptop on the bench is just the next slide down that slippery slope)

[redqueenmeg.livejournal.com]

Hee. One time I said a similar thing to a client and then had to explain that the reason I was typing one-handed was because I'd broken my collarbone in a highway-speed car wreck and had only been given two days off work for same.