Alan, question to you and all the underpaid and overpaid geeks out there. If you needed brain surgery, would you put up with the surgeon taking above you, because you do not understand the terms he is using? And thinks that you are an idiot because you have not study the brain? I will venture to guess that is a big no.
The problem with technical people is that most have the ???I???m smarter than you mentality??? and all the users are idiots. What most of us forget is that is the only two reasons we have jobs. My challenge to all managers and tech is to spend 10 min a day reading or reviewing a video in customer service. It will go a long way to turn the image around.
If we are so smart, why aren???t we smart enough to realize that above all the technical help we offer we are in the customer service business?