Re: recipe software

sf wrote:
On Sun, 16 Aug 2009 23:50:12 -0400, Bob Muncie <bob.muncie@xxxxxxxxx>
wrote:

I use to just smile and be really nice since those are the bread and butter calls (except for the initial get everything fix at one time calls). It was nice doing it in a corporate environment. 95%+ were all nice engineering people, but were manufacturing engineers. For the most part, just as computer literate as JonQPublic. But they were nicer to work with as one, no cursing or yelling, and two, they were usually good at following instruction.

Heh, I can understand - not from being in your position but because
"help" has (in the past) complimented me about understanding what they
are asking me to do. The reason was that I knew the basic steps
(after *how many* times of calling?) and was going to the next step
before they told me what to do... if it wasn't there already. We had
to be pretty deep into the problem before I was lost.

Unfortunately, most of the time "help" didn't help. I figured out
quickly that what I needed to do was back track and undo whatever it
was that put me in the pickle I was in. I've been in more than one
situation where "help" ended up suggesting a complete reinstall.
<SHOCKED LOOK> No Way, Jose! I've always figured out the problem and
how to undo it after such a dire prescription.

My only requirement of tech support is: Don't talk "tech" to me
because it's a language I don't understand.


I completely understand. Mind you, I was not working for best buy :-)

And it was very unlikely that you yourself could be in a position that required a complete re-install. Company standards and all that for wahat is deployed.

But I did in those two years learn how to talk non-geek to those who weren't in such a manner they were happy to receive my help, and not think I was some tech geek that was looking down my nose at them.

It also help in later years when giving leadership (both my own and on the customer side) statuses on ongoing projects, existing issues, and why dollars needed to be spent for upgrades of infrastructure and stuff to resolve long term problems.

Anywho, wanted to say I understand you thoughts on that.

For anyone that is reading this thread at this point... Good advice when you need help desk support? Have patience, don't jump ahead on where you think you are going, and be a good listener.

Except for a lot of shoddy scripted over-seas support, the people you talk to, are usually pretty familiar with what they are trying to help you out with. Of course, there are exceptions, but give it a chance.

I even worked through a Tracfone issue with a couple of folks in the Philippines with me being the customer fairly easily as I was a *good* listener.

Bob
.

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