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    <title><![CDATA[Discussion on Video: Understanding what support techs say and what they really mean ]]></title>
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    <lastBuildDate>2013-06-19T06:42:33-07:00</lastBuildDate>
             

    <item>
        <title><![CDATA[toss it]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3458458]]></link>
        <description><![CDATA[You know, no offense to the author, but in order to drag more attention, hits and readers, you do what you can, and i respect it. I believe it is a &quot;hidden&quot; conspiracy that grows in everyone of us, either he goes IT or not, since computers came out. When people cannot understand something about technology they often get angry because someone else does, and they want to know too. They insult themselves by showing how jealous they are because they don't seem to know what they are talking about, well most of the time. While we, the IT, try to keep the best to help them out, passing a hell to understand them without insulting them, we are the bad guys. It is in the position what the topic put me into. Me and some of the conscious IT workers that may read this. I love being an IT guy and i live every moment out of it, while discovering and finding difficulties that help users, and i know i am being the kindest person exists in my daily life. But i tell you one simple thing, it is not our job to being able to handle the different people all the time. It is where we have to be diplomatic as some say. Maybe we know, maybe we don't know how to solve your problem. To some people i am being honest, because i know they are by my side and i am for them: &quot;Mrs Jones, i honestly have no idea what is causing this problem of yours, will you give me some time to figure it out?&quot; When you are being pushed to the limit, yes sir, eat my diplomacy and enjoy till i figure out your problem.]]></description>
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        <dc:creator><![CDATA[georgies]]></dc:creator>
        <pubDate>Tue, 07 Jun 2011 23:23:54 -0700</pubDate>
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    <item>
        <title><![CDATA[User being flip withyou]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3078613]]></link>
        <description><![CDATA[Bill,You mentioned that we should never be patronizing or flip with our end users.  But what if they are with you?  More often that not we find that the users are extremely flip with tech support setting up a bad situation....&quot;you want your computer fixed this decade?&quot;  or &quot;I'll teach you, I am going to give you a clunker as a spare.&quot;]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3078613]]></guid>
        <dc:creator><![CDATA[wlportwashington@...]]></dc:creator>
        <pubDate>Tue, 19 May 2009 13:37:19 -0700</pubDate>
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    <item>
        <title><![CDATA[I call that OSNSCFTU]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3078193]]></link>
        <description><![CDATA[Operating System Not Setup Correctly For The User.My systems have correctly set printers based on where the user works, has OE removed and has no meaningless popup messages at all.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3078193]]></guid>
        <dc:creator><![CDATA[The 'G-Man.']]></dc:creator>
        <pubDate>Tue, 19 May 2009 05:55:42 -0700</pubDate>
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    <item>
        <title><![CDATA[Beautiful...]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3077929]]></link>
        <description><![CDATA[&quot;IT10T errors can happen on both ends of a tech support conversation.&quot;You misspelled idiot you moron. LOLPeople who use the term &quot;ID10T&quot; are Lusers.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3077929]]></guid>
        <dc:creator><![CDATA[Support Slug]]></dc:creator>
        <pubDate>Mon, 18 May 2009 15:47:28 -0700</pubDate>
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    <item>
        <title><![CDATA[You will make an excellent drone.]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3076108]]></link>
        <description><![CDATA[Thanks for exposing habits of a bad tech for the community.  If you did this on my team you would be quickly unemployed.IT10T errors can happen on both ends of a tech support conversation.  Nothing is accomplished by being obscure - if you don't know what the error is, tell them you're going to replicate it and isolate the cause. It's called log files and event viewer.  Use them. If you can't figure out what it is, don't pretend.  Users want results and don't appreciate such coy behavior.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3076108]]></guid>
        <dc:creator><![CDATA[xjrfanatic]]></dc:creator>
        <pubDate>Fri, 15 May 2009 08:59:28 -0700</pubDate>
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    <item>
        <title><![CDATA[You are clueless Mr. Mantch]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3039227]]></link>
        <description><![CDATA[I answer the phone the same exact way every time, same tone of voice and everything, yet, surprisingly enough for you, different people behave differently.  To their knowledge, I am behaving in a friendly and professional manner.  Has nothing to do with me how other people behave during a call.Truth is, you have no idea how I act at work.  You are assuming simply from what you've seen here in a totally unrelated environment.  You're quite mistaken.Why don't I come down to your work and harass you while you are cooking my fries and see how you like it?]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3039227]]></guid>
        <dc:creator><![CDATA[Support Slug]]></dc:creator>
        <pubDate>Fri, 20 Mar 2009 13:36:51 -0700</pubDate>
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    <item>
        <title><![CDATA[&quot;That's Annoying&quot;]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3039192]]></link>
        <description><![CDATA[In your video you asked if we had phases that we use with our users.  Mine is &quot;Annoying.&quot;  When something doesn't work when it should I say to my user &quot;That's annoying.&quot; What I really mean is &quot;God, I hope I have a solution, because it is suppose to work!&quot;   It also lets them know that I acknowledge their fustration with the current problem. I support software and my husband does hardware - so between one of us has to know something! Enjoyed the videos.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3039192]]></guid>
        <dc:creator><![CDATA[smhodge@...]]></dc:creator>
        <pubDate>Fri, 20 Mar 2009 12:35:24 -0700</pubDate>
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    <item>
        <title><![CDATA[RE: Video: Understanding what support techs say and what they really mean]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3038231]]></link>
        <description><![CDATA[Sounds (and looks) like a PICNIC - Problem In Chair Not In Computer - specially with those oogy chips]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3038231]]></guid>
        <dc:creator><![CDATA[brian@...]]></dc:creator>
        <pubDate>Thu, 19 Mar 2009 10:30:42 -0700</pubDate>
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    <item>
        <title><![CDATA[You are the problem Mr. Slug]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3037047]]></link>
        <description><![CDATA[Slug:Have you stopped to think that it is you that perpetuates the angry responses from users? They are already angry their stuff is not working. Why would you compound that anger by your unprofessional responses, attitude, and disrespect? If you TRULY wanted it to end, you would give courteous, respectful service and replies users and fellow support professionals. It has to start and stop somewhere, and as long as you continue down the same path, it simply will never stop.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3037047]]></guid>
        <dc:creator><![CDATA[john.mantsch@...]]></dc:creator>
        <pubDate>Wed, 18 Mar 2009 05:29:46 -0700</pubDate>
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    <item>
        <title><![CDATA[Stock phrase]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3035470]]></link>
        <description><![CDATA[My favourite is something I use almost all the time: &quot;Well I can tell that this is frustrating/angering/annoying you, and we don't want this to happen&quot; [wait for a hmff/&quot;yeah&quot;/&quot;uh hu&quot;] &quot;how about you tell us what you did to get there&quot;What I really mean is: &quot;Relax, settle down, we deal with emotional people all day (and we've achnowledged your emotional message), so just get specific as to what your problem is.&quot;Net result, they stop trying to get their emotional message across and are then able to get down to the business of getting specific with the problem. Be careful though as other techs who can overhear you start thinking you get all the angry customers.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3035470]]></guid>
        <dc:creator><![CDATA[ManISKid]]></dc:creator>
        <pubDate>Sun, 15 Mar 2009 21:53:04 -0700</pubDate>
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    <item>
        <title><![CDATA[Ah, diplomacy...]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3034984]]></link>
        <description><![CDATA[Smiling to someone's face while stabbing them in the back.  Yeah, I can be just as diplomatic as the next guy.  If they complain, it's better.  A principle will read the ticket and be made aware of the client's behavior.Usually when someone is flying off the handle, they are trying to avoid something such as being blamed or paying for their service or for not getting their work done because they waited until the last minute.I've been calling customer service lines forever and I've always found that treating people kindly will make them want to do the right thing.  Treating people like crap is only going to make people want to screw you over.You people get your panties in a bundle when I act abusive here, but then you try to excuse client behavior with idiotic comments like &quot;that's the name of the game&quot;.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3034984]]></guid>
        <dc:creator><![CDATA[Support Slug]]></dc:creator>
        <pubDate>Sat, 14 Mar 2009 13:54:16 -0700</pubDate>
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    <item>
        <title><![CDATA[RE: Video: Understanding what support techs say and what they really mean]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3034917]]></link>
        <description><![CDATA[LOL.  Stop giving out the inside information Bill.Seriously though, if users think we're going to have a database in our brains of every piece of software that allows us to instantly give them a fix for every behavior they might experience, they have the wrong idea.  A good tech is a problem solver, not one who has memorized a billion behaviors and fixes.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3034917]]></guid>
        <dc:creator><![CDATA[tbmay]]></dc:creator>
        <pubDate>Sat, 14 Mar 2009 10:21:19 -0700</pubDate>
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    <item>
        <title><![CDATA[Simon rules]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3034843]]></link>
        <description><![CDATA[From the sublime to the ridiculous.  I've been following him for years.  Google BOFH (bastard operator from hell) and settle in for a chuckle or two.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3034843]]></guid>
        <dc:creator><![CDATA[snideley59@...]]></dc:creator>
        <pubDate>Sat, 14 Mar 2009 05:32:50 -0700</pubDate>
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    <item>
        <title><![CDATA[Diplomacy]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3034840]]></link>
        <description><![CDATA[In a tech support role, you need to use diplomacy.  This is defined as being able to tell a person to go to hell in such a way that they are looking forward to the trip.  Being abrasive, abrupt, or superior taints the fact that you actually fixed the problem.  You get an end user with a resolved problem that is pissed off at you for the way they were treated.  Not cool]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3034840]]></guid>
        <dc:creator><![CDATA[snideley59@...]]></dc:creator>
        <pubDate>Sat, 14 Mar 2009 05:10:54 -0700</pubDate>
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    <item>
        <title><![CDATA[Seek Help]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3034514]]></link>
        <description><![CDATA[&quot;Honestly how the hell did you end up as an IT tech with an attitude like that???&quot;Where the hell do you think I got this attitude???Honestly, if you need to stab things with a screwdriver to deal with your anger, you should seek a qualified therapist.  Instead, you should just antagonize users on TechRepublic like I do.  It's more fun and provides valuable feedback.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3034514]]></guid>
        <dc:creator><![CDATA[Support Slug]]></dc:creator>
        <pubDate>Fri, 13 Mar 2009 12:07:05 -0700</pubDate>
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    <item>
        <title><![CDATA[Sounds like you don't have enough.]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3034454]]></link>
        <description><![CDATA[&quot;If so, IT support may not be the career for you. It's true that end-users can be angry, rude, and down right abusive. But that's the name of the game.&quot;Actually, its not the name of the game and it is moronic comments like that that perpetuates the myth that it's acceptable.&quot;And if you deduced that my time in IT was minimal from a single tongue-in-cheek video on end-user/IT communication'&quot;I've been reading TechRepublic a long time.  I remember when it actually was a site for technicians... NOT a place for users to come bellyache about Windows Vista blah blah blah like it is now.  The quality of this site has declined.  It seems to me that your objective is vomiting up pablum that's palatable for users and which will increase your popularity with the masses.  You are no longer a writer for techs.  You should be writing for PC Magazine.This article is less tongue-in-cheek and more lips-to-butt of your technophobe readers.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3034454]]></guid>
        <dc:creator><![CDATA[Support Slug]]></dc:creator>
        <pubDate>Fri, 13 Mar 2009 11:21:58 -0700</pubDate>
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    <item>
        <title><![CDATA[Don't have time???]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3034352]]></link>
        <description><![CDATA[&quot;you have got to remember that they don't all have the time to learn how to use the computer&quot;That is the kind of thinking that keeps people from actually taking the class, learning what a file tree is, what a Start Menu is, what right-clicking is. These are simple tasks that you should know if 100% of your job is performed on a computer. Duh. Seems obvious to me.&quot;Do you have time to go to charm school?&quot;No need.  I already know which fork to use.&quot;Half of being a support technician is being a therapist - people are pissed off and they want to vent and it falls on you rightly or wrongly but it's part of the job.&quot;In fact, you're wrong.  Many companies have different ways of dealing with it, but it's never acceptable to be abusive to technicians and it needs to go out of vogue.  I've worked at places that will even allow the technician to hang up on the abusive.  Of course, I'm too much of an antagonist to hang up on someone who is already irritated.  Maybe with a little help from me, I can prompt a shooting rampage.&quot;your in the wrong profession&quot;My metrics say differently.&quot;you may want to look into becoming a developer&quot;Borrrrrinnnnngggggg.  I'd rather go to Afghanistan.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3034352]]></guid>
        <dc:creator><![CDATA[Support Slug]]></dc:creator>
        <pubDate>Fri, 13 Mar 2009 10:20:41 -0700</pubDate>
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    <item>
        <title><![CDATA[One more thing to ask.....]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3033548]]></link>
        <description><![CDATA[Are you using a laptop?  If so have you recently unplugged an external keyboard?  If so, your numlock is probably on......... Yes, I was guilty of this one.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3033548]]></guid>
        <dc:creator><![CDATA[michael.d.whittle@...]]></dc:creator>
        <pubDate>Thu, 12 Mar 2009 16:03:19 -0700</pubDate>
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    <item>
        <title><![CDATA[Please email that]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3033501]]></link>
        <description><![CDATA[I actually tell them that I'll forget before I get back to my desk.  90% of the time, I'm headed to someone's desk to work on something else.]]></description>
        <guid><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3033501]]></guid>
        <dc:creator><![CDATA[ajohansson@...]]></dc:creator>
        <pubDate>Thu, 12 Mar 2009 14:39:34 -0700</pubDate>
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        <title><![CDATA[They only get it 50% of the time]]></title>
        <link><![CDATA[http://www.techrepublic.com/forum/discussions/102-303783-3033367]]></link>
        <description><![CDATA[Well, hmmmmm. It seems like the software error is coming from the keyboard....]]></description>
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        <dc:creator><![CDATA[jguym1@...]]></dc:creator>
        <pubDate>Thu, 12 Mar 2009 11:53:14 -0700</pubDate>
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