03.11.09
What Tech Supports Really Mean!
Effective communication skills and a professional demeanor as just as critical as technical knowledge for tech support personnel, according to Bill Detwiler of TechRepublic. Never lie or speak to your users in a patronizing manner. They are your clients and they deserve the same respect as you would expect from someone serving you. Bill identifies what tech supports are really saying when they answer you in this ligthearted video. Here are some excerpts:
Tech say: It would be possible the best at this point to reinstall the software
They mean: I don’t know how to fix this, nor does anyone else here
Tech say: Umm, that’s a good one
They mean: I am wondering what in the world you are taking about
Tech say: I’ll check with my team later
They mean: I am sure they won’t know either, but I will confirm that possibility
Tech say: Yes, we passed the problem to our developers and they are working on a fix
They mean: Even the developers don’t have a clue, but they may be able to come up with a workaround if they ever get any time to work in the problem in the next decade.
Tech say: Let me check with a colleague
They mean: I’ll just press a mute button now because I can’t stop laughing
Tech say: What operating system you are on?
They mean: Do you even know what an operating system is?
Tech say: Are you getting a login error?
They mean: You have forgotten your password, haven’t you?
Tech say: I apologize unreservedly for my mistake
They mean: Oh no, I just broke the first help desk law!