20 Things I Learned From Tech Support
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Not my own list but taken from here...
1) As long as the world turns, users will still have problems
2) Substance abusers and computer operators are the only folks called users. This isn't by chance
3) When in doubt. Reboot
4) Sooner or later you will meet a person who types out the words "backslash" or forgets to plug in the power cord. If you haven't yet, just wait, you will
5) Fear the phone. No one just calls tech support to wish you good morning.
6) No user will tell you the whole truth at the beginning of a call
7) "I didn't do anything" or "It just happened" Are the users mantra
8 ) As a support tech, it is your job to break down resistance and get the truth
9) This is so you can rub the lie in their face, fixing the issue is just a perk
10) Some people will never learn
11) This means you will always have a job
12) Maintain a calm voice, even if you're screaming on the inside
13) The hold button is your friend
14) Whatever you do, don't panic
15) The answer to all users questions should be "Trust me, I know what I'm doing" even if this is a bald-faced lie
16) Users can smell fear. Once you've lost control, all is lost
17) A user who is not listening to you anymore, but rather is trying "their own thing" is not worth your time. Simulate a telephone disconnect and hang up. Trust me, you're better off.
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Sometimes fixing a computer is easier than figuring out why it was broken
19) Users always want a reason things are fixed. If you're not sure just lie. They won't know anyway. "A stray electron passed through the processor and caused..."
20) If possible ask to speak to the youngest person present
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Under it's comments section straight after the list... there was one who commented:
4:19 PM
Anonymous said...
True Story: I told a customer the "mouse server" is down.
I had to put the phone on mute while I laughed when they said "ohh okay". -
Or rather 20 things I did.
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hmm... lets ask jason why sometimes sgf is down!
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simi is mouse server? -
so true, hahaha.Originally posted by BÃ¥seline:4) Sooner or later you will meet a person who types out the words "backslash" or forgets to plug in the power cord. If you haven't yet, just wait, you will
My friend who works as tech support, that time he on stand by at home, he travel from SBW(his home) to Changi just to help the idiot to switch on the PC....... -
A colleague once stump our tech staff with his "no picture" monitor. After much tapping and fussing, and testing with another monitor, the first monitor was declared kaput. It was then discovered that the color knob had been turned way down until the screen is black.
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Originally posted by BÃ¥seline:Not my own list but taken from here...
19) Users always want a reason things are fixed. If you're not sure just lie. They won't know anyway. "A stray electron passed through the processor and caused..." -
Did the same here too in my youth.Originally posted by ndmmxiaomayi:Or rather 20 things I did. -
Great colleague. But hey, it shows that the tech stuff doesn't fiddle around too much with the equipment.Originally posted by mancha:A colleague once stump our tech staff with his "no picture" monitor. After much tapping and fussing, and testing with another monitor, the first monitor was declared kaput. It was then discovered that the color knob had been turned way down until the screen is black. -
From the comments:
Another favorite was the lady who couldn't connect to the internet on her laptop. I asked her, if she hadn't already, to reboot her router. She made a comment "Okay I just have to find a flashlight." Upon further investigation I discovered her power was out and her laptop was running off the battery.
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I think the power-on issues quite a familiar woe among the tech support.
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Great article -
This is so true