I know dealing with 'pissed off' people just comes with the helpdesk. And I understand that Dell is no longer known for their 'Customer Service' like they use to. But the meltdown that this guy has is just classic. Sometimes you think to yourself that people just cannot be this stupid, but people always step up and surprise you.
Working in tech support will always give you an insight to how people think, or don't. Please understand that I don't want to come across as the 'was that so hard?' know it all tech guy. I'm speaking about the ones who cannot understand why they can't see anything on their monitor, when it's not turned on. Or the guy who has two computers, but remotely connects you to the one that DOESN'T have the problem. And not knowing that holding down the power button will turn the computer off is right up there.
It certainly stretches you as a person!!!
2 comments:
As an Ex tech support person, it's much better to have a "Triage" system that is seperate from the actual customer support. That way the average tech support person doesn't get the suprise angry person as often. In fact the typical angry person is happy to be trnsfered to someone that can directly help them without having to verify boneheaded questions. That's my take on it.
I've been on both sides. I can understand someone wanting to get all the information to cover their ass, but all the guy had to do in this case is tell him the solution and go on. I know I got pissed off a few times at Comcast when I was setting up email on my parents new computer and I needed the mail server address. A simple question, but I had to go through waiting for a step by step from someone reading in a book to do all the steps I had already done. I wanted to choke the girl through the phone.
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