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techrecoveryI have a feeling that I'm going to get a decent amount of backlash for this, but here goes.
I just received a call from a very snippy dyslexic man, asking for help setting up his DSL modem. All of the DSL modems that are sent out from our various partners come with instructions. He hadn't identified himself as being dyslexic until the end of my questioning, which basically consisted of "Did you receive instructions with the modem and did you follow them?" after which he answered "No. I want someone else to help me set it up." At that point, this guy just sounds like he's in severe need of being told RTFM. Only after that did he mention being dyslexic. I'll be the first to say that I don't really know much at all about dyslexia, but I'm familiar enough with it to know somewhat of the difficulties with reading and whatnot. I can sympathize with his need for help and tech support would be the obvious outlet for such.. but this brings me to a big question. Although I know that there are programs that assist people with disabilities, the internet is primarily text-based (well, except for all the boobs. And even then, there's plenty of ascii porn..) and if he wades through it sans-assistance programs then wouldn't plodding through a quick list of illustrated instructions
Hold the phones. I had transferred this call to a colleague because the customer wanted "one of the guys" to help him. My co-worker just finished the call and came up to me with this to say: "I guess he just didn't want to talk to you. He wasn't dyslexic, he was reading off all kinds of crap to me. He was just lazy and wanted me to help him with his router (which we do not provide phone support for)." Fantastic.
I just received a call from a very snippy dyslexic man, asking for help setting up his DSL modem. All of the DSL modems that are sent out from our various partners come with instructions. He hadn't identified himself as being dyslexic until the end of my questioning, which basically consisted of "Did you receive instructions with the modem and did you follow them?" after which he answered "No. I want someone else to help me set it up." At that point, this guy just sounds like he's in severe need of being told RTFM. Only after that did he mention being dyslexic. I'll be the first to say that I don't really know much at all about dyslexia, but I'm familiar enough with it to know somewhat of the difficulties with reading and whatnot. I can sympathize with his need for help and tech support would be the obvious outlet for such.. but this brings me to a big question. Although I know that there are programs that assist people with disabilities, the internet is primarily text-based (well, except for all the boobs. And even then, there's plenty of ascii porn..) and if he wades through it sans-assistance programs then wouldn't plodding through a quick list of illustrated instructions
Hold the phones. I had transferred this call to a colleague because the customer wanted "one of the guys" to help him. My co-worker just finished the call and came up to me with this to say: "I guess he just didn't want to talk to you. He wasn't dyslexic, he was reading off all kinds of crap to me. He was just lazy and wanted me to help him with his router (which we do not provide phone support for)." Fantastic.
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Date: 2003-08-05 05:50 pm (UTC)those are great fun... they tend to spell everything out on the screen
me: "click on the start button and..."
cussdumber: "OH! Staaaart? s...t...a...r....t?"
me: "Yes, click on that and then go to Control Pa..."
cussdumber: "kuh... kuh... c...?"
me: "Yes, it starts with a C, and then an O...."
...takes the patience of a saint.
thank god i only had one customer like that back when I was working tech support.
consider yourself lucky.