Yes, it is possible to provide good customer service, take people seriously, and maintain a sense of humor at the same time. There are lots of wonderful people out there calling the help desk. These individuals have made the last 15 years of my career a pleasure. I have laughed and cried with users, shared their highs and lows, been shouted at, sworn at, threatened, praised, complimented, and commended. I have received unsolicited cards and small gifts on my birthday, as well as the ultimate compliment (being asked for by name).
Sadly, the nice users, who incidentally are by far the most common, don't have much mileage in them when it comes to comedy. The ones we remember most are those who fill the help desk hall of shame. It should be remembered that there are two galleries in that particular edifice, callers and help desk workers. Perhaps one day I will start a complete classification of help desk analysts.
Caption by: Jeff Dray
Photo credit: ©iStockphoto.com/lektor1410
10+ most dangerous species of help desk callers
by Bill Detwiler | November 12, 2010, 11:52am PST | Image 14 of 14
All in fun
All in fun - Image 14 of 14
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About Bill Detwiler
Bill Detwiler is Head Technology Editor of TechRepublic. Previously, he worked as a Support Tech and IT Manager in the social research and energy industries.
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Them and Us
Tthe real question is how to handle and manage the different kinds fo users,. The variation of users keeps the job interesting.
The Expert has real value as he/she will spread the knowledge within the team and are a real benefit to IT and business.
I for one would like to see more Tinkers who try things out, that's a good way to learn and develop.
This article does ratify the a them-and-us situation for IT in business - the result; users will develope a top 10 of worst IT staff types - which one will you be?
The Expert has real value as he/she will spread the knowledge within the team and are a real benefit to IT and business.
I for one would like to see more Tinkers who try things out, that's a good way to learn and develop.
This article does ratify the a them-and-us situation for IT in business - the result; users will develope a top 10 of worst IT staff types - which one will you be?
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