(no subject)

[xrockravenx.livejournal.com]

Hi everyone,

Figured I'd introduce myself. Just started my first IT job at Spencer Gifts as POS tech support and let me tell you how much fun it is to deal with old IBMS and new Dells that still suck. Har Har~

Not a bad job to get me by till I graduate in January but I am already frustrated by the stupidity my ears get flooded with over the phone.

I just have to wonder... why do we bother sending out POS/PC support manuals if they're not going to be used as a reference for the simplest things? I still find myself opening the manual in an attempt to guide a manager by reading what it says.. because they can't simply do that themselves, right?

Such a waste of time, I tell ya. I thought we weren't trainers and even the manuals these stores get clearly say in bold letters, WE ARE NOT YOUR TRAINERS. REFER TO YOUR MANUAL FIRST.

No one listens...

Such a waste of paper too.

Have a good day

=)

Comments

[omg-teh-funnay.livejournal.com]

I've found that the only reason those manuals get shipped is to spank users who call in for support, get an answer that's in the book, and then complain to EVERYONE about the shitty service, they're not computer people, yadda yadda. When they do that, you get to say "But that's why we included this handy-dandy troubleshooting guide and reference manual with your system. Starting with the 'error message' section, we can quickly and easily find the solution..."

[gilmoure.livejournal.com]

I love remoting into a user's machine, opening up app's help file, searching (using their terms) and finding the 2 steps necessary to get on with their day. Am becoming convinced that reading is no longer a required skill to get a job. Maybe that's why I make less than them, because I let on I could read?

[kestrelct.livejournal.com]

We have great help pages online at my job (I would know, I was on the team that rewrote it recently), and so I sometimes give in to the temptation to say "You know, we've got detailed instructions on how to do this on our website at web.college.edu/mydepartment/help..." It rarely works. I've had people tell me, "You know, I'm not a computer person, could you just walk me through it?" after I've told them that I'll just be reading the website to them if they stay on the line. It makes me wonder why we bothered writing all that stuff...

[jecook]

User will NEVER read the manuals. EVER.

The manual either either sitting on a bookshelf amongst the rest of the company's procedure manuals, or it got tossed with the rest of the packaging.

For the large part, I'll read manuals and whatever information I can get my grubby paws on if I'm trying to figure out something I've never done before.

[brownizs.livejournal.com]

Of course, you are talking about a special breed of end-users. Most of the so called "Management" at most of these stores, have no specialized training in using a PC, other then opening up a Instant Messenger program, or going to a MySpace page. Then there are your end-users that know enough, that the manager yells at them, due to they fixed the problem, and did not call tech support to do what they could do on their end.