(no subject)

[harry-whodunnit.livejournal.com]

Dear customers,

If you call to report you're having trouble using service X, and I ask if you're subscribed to service X (having learned through bitter experience that it can't be taken for granted), the correct answer is either 'yes' or 'no'. Not 'how can I tell'.

And please bear in mind that fixing the problem is a process of trying various different solutions until one of them works. When my initial suggestions don't fix it, try to keep that note of dark satisfaction out of your voice. If I begin to suspect you're deliberately sabotaging my attempts to help you, I'm going to lose all interest in trying and find an excuse to fob you off. I've been in tech support long enough to get over my martyr complex.

_{It's two hours into my working week, and I've already had enough.}

Comments

[redqueenmeg.livejournal.com]

When my initial suggestions don't fix it, try to keep that note of dark satisfaction out of your voice.

I'm SO with you. I hate that so much! They always do that. You suggest something, and they go "NOPE!" in that tone of triumph. Ugh. Makes my skin crawl.

[dario.livejournal.com]

The smart or super user who has already tried troubleshooting x, y, and z and has not shared this as part of the troubleshooting request is also a great bane.

Worse are those who "think" they have already tried that, but either have not documented the attempt or have perhaps missed a step.

Any method less than Remote Desktop Access of some sort can have technician and client cross communicating for hours/days/weeks.