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How often do you wind up working with support and getting nowhere fast?
Well the conflict between customers and it-supporters is a classic conflict that has been going on since "forever".
Often I find that customers / end-users underestimate the complexity of their problems and expect results to quickly. However, on the other hand I find that many supporters forget that they are here to service the customers.
I see the same conflict when a non-IT proficient client inquires about web development work. They don't understand the complexity of web development and thus don't understand estimates etc., and again on the other hand the IT professionals are not always very good in explaining to the client what the work really entails.
Often I find that customers / end-users underestimate the complexity of their problems and expect results to quickly. However, on the other hand I find that many supporters forget that they are here to service the customers.
I see the same conflict when a non-IT proficient client inquires about web development work. They don't understand the complexity of web development and thus don't understand estimates etc., and again on the other hand the IT professionals are not always very good in explaining to the client what the work really entails.
Consult the I Ching. It's called, "no blame".
Which no doubt you already know, but stir up among undirected youth in order to capitalize on turmoil.
Wait. Maybe you are youth.
Which no doubt you already know, but stir up among undirected youth in order to capitalize on turmoil.
Wait. Maybe you are youth.
As a IT person, we should keep one thing in mind.
In Dictionary there is a word called" customer"
there is also a word called"satisfication"
But there is no word called" customer satisfaction"
You try your best, put 100% and then still it does not work, you know what to say????
In Dictionary there is a word called" customer"
there is also a word called"satisfication"
But there is no word called" customer satisfaction"
You try your best, put 100% and then still it does not work, you know what to say????
but customer is king at the end of day. was accused of creating viruses for clients by one.thats the way it is.
I'm often in the support role and found myself having to support the employees normally working support for a rather large computer firm..
First thing i noticed was that they had very lacking knowledge of the system.. they had not read the manual we sendt with the software and they had not prepped the server as described in the manual. Not only that they kept focusing and asking me if one of the parts were not working as it should, regardless of i'm beeng able to document it working infront of their eyes..
So the next time you call support in india and you think "god this guy is slow".. he just might be slow and its not your fault.. they are kinda like telemarketers that got a script they go trough without actually knowing what they are telling you to do actually does..
My first hand experience from wasting 3 days of my life giving support to tech support to lazy to read the manual themselves..
First thing i noticed was that they had very lacking knowledge of the system.. they had not read the manual we sendt with the software and they had not prepped the server as described in the manual. Not only that they kept focusing and asking me if one of the parts were not working as it should, regardless of i'm beeng able to document it working infront of their eyes..
So the next time you call support in india and you think "god this guy is slow".. he just might be slow and its not your fault.. they are kinda like telemarketers that got a script they go trough without actually knowing what they are telling you to do actually does..
My first hand experience from wasting 3 days of my life giving support to tech support to lazy to read the manual themselves..
Whether you were born in Memphis or Mumbai, Kandahar or Kalamazoo, people are people.
I call support for a product from a vendor. The fact that the vendor chooses to support it from India shouldn't effect the level of support I can expect.
It's a bit like automated call routing systems. They stink! No matter how many times companies say that their customers like it, it's still rubbish.
It doesn't matter how many calls are routed in how many minutes if half of them will never call you again because they'd rather kill themselves than go through your system again.
If I call you, it's because I've decided I'd rather speak to a person than send an email or lodge a request online. Or, perhaps because I've already done these things and had no response. Vendors, please respect this desire!
It's a bit like automated call routing systems. They stink! No matter how many times companies say that their customers like it, it's still rubbish.
It doesn't matter how many calls are routed in how many minutes if half of them will never call you again because they'd rather kill themselves than go through your system again.
If I call you, it's because I've decided I'd rather speak to a person than send an email or lodge a request online. Or, perhaps because I've already done these things and had no response. Vendors, please respect this desire!
I have a very simple form that is asking for some very basic information about the computer the customer is emailing about. When the customer clicks on email tech support the form opens and clicking on send sends it off to our support department. The customer is then shown a copy of what they have sent.
It is rare when 1 in 100 actually fills in more than their name and account number. Then the complaint follows when the additional information is requested. Customers do have a responsibility to provide basic information if they expect any kind of valid answer.
It is rare when 1 in 100 actually fills in more than their name and account number. Then the complaint follows when the additional information is requested. Customers do have a responsibility to provide basic information if they expect any kind of valid answer.
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