Argh...

[plunkybug]

Some of these people I have to talk to on the phone just drive me batty! They don't listen to what I say, because if they did they wouldn't have to have me repeat myself. For example, I'll tell the customer to turn off the (dsl) modem and unplug all 3 cables from the back of the modem. Nothing too hard about this right? There are only 2 steps: 1)turn off modem and 2) unplug the 3 cables. They will then say something like, "So I unplug which cable?" or "Ok, I unplugged the power cable" when I clearly stated to unplug all 3 of them, or they will unplug the cables and then start to plug them in again. Did I say to plug them back in after unplugging? No, you're jumping ahead of me. Which brings me to my next issue which is also annoying: jumping ahead of me.

Jumping ahead of the tech inevitably causes more problems, and in the end takes more time to resolve their issue. Now, not all the people need to led by hand in baby steps, and so I acknowledge that some of our customers may actually know how to operate a computer, but can you actually read my mind as to what I am going to say or ask you to do next? No, I didn't think so, so please, don't jump ahead. Humor me please, and let me do my job. Or fix it yourself if you're so damn smart.

There, venting over for now, I think. I don't doubt there'll be more to come in the future. I mean, I like my job and what I do (despite issues with the various companies I work for), and I do it well, but sometimes things like this just get on my nerves, and I just gotta let it go.

Comments

[djdarling.livejournal.com]

I used to do tech support. I once had a woman start crying because I asked her to unplug the usb cable from her PC. I spent 10 minutes assuring her that this was an ok thing to do.

LOL

[sweetbabyangel.livejournal.com]

I know exactly what you mean! I'm not in tech support, I'm more in the administrative side, but sometimes I get to deal with the "hard-to-talk-to", "hard-to-convince" clients. They ask me all kinds of questions, starting from how much they would have to pay to what bus they would have to catch in order to come see me in person and tell me exactly what they thing (I even had a lady once telling me: "Do you want a piece of me??") Can you believe it! Working with the public is so hard! You really have to love what you do in order to be good and not take anything personal. =)

Re:

[plunkybug.livejournal.com]

I once spent far more time troubleshooting a "no dial tome err" with a customer who, not only insisted she did not have a modem but had been using the internet for 3 years but , also could not find the phone jack in the wall to check the (later established) modem connection. Had to have her look at another phone in another room to get her to understand what I was trying to get her to look at.

Re:

[djdarling.livejournal.com]

LOL!