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To be fair, the vast majority of technical support calls likely require only customer service rather than technical skills. Anyone with technical chops probably
by sagarm 6y ago
To be fair, the vast majority of technical support calls likely require only customer service rather than technical skills. Anyone with technical chops probably wouldn't last long in that environment.
- myself248 6y agoA friend of mine used to work tech support, and said that from her perspective, a lot of the effort was trying to counter-outsmart customers who thought they were too smart. For instance: "This might just be a loose cable, can you unplug each end of it, and plug it back in?" invariably elicited an "I've already done that", or a brief pause followed by "okay, there, I did it, do you see it?". Lies, often. But: "Alright, I want you to try turning the cable around for me, yeah swap it end for end. Sometimes you get a connector that just doesn't fit quite right, but it works the other way around and it's faster than sending a tech to replace it", would often get a startled "Oh! I hadn't thought of that, one moment..." and then the customer actually DOES unplug the thing, and what do you know, they click it in properly this time.
- wccrawford 6y agoI worked for a call center and there was a girl there I didn't think was good at her job. Then one day, she tells me that she tells people to unplug the power cord, cup the end in their hand, and then plug it back in. Suddenly, I really liked her. It's a genius move that makes them think they've done something obscure, but she really just wanted them to actually check the cable.