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Tech Support from the Other Side of the Phone

Jun 03, 2010, 21:32 (1 Talkback[s])
(Other stories by Cathy Malmrose)

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"Too often, we tell the person calling in to tech support, "Why didn't you call earlier?"

"For example, yesterday a customer called explaining that he had spent *weeks* trying to get this desktop do x, y, and z (details omited to protect the innocent). It was obvious that he was angry, frustrated, and mentally past the point of logical thought.

"He was verbally "on" but mentally "off" for approximately four minutes.

"Ironically, the fix he needed took only two minutes for us to explain.

"Why hadn't he called earlier? Why waste weeks banging his head against a fully fixable UBF problem? (UBF = user brain failure) It was a simple fix!"

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