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Old farts and computers (pg. 5)
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| Darkarbiter |
I've called up netspcae support twice and both were for stupid reasons:clown: . Once turned out that my modem wasn't actually plugged into the phone line properly... and the other time it was related to a faulty powerboard.
:stongue: at some of these though. |
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| Lira |
| quote: | Originally posted by Beat Blog
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:stongue:
| quote: | Originally posted by Audious
I think my job is making me depressed just because these people are the majority. |
I don't think they're the majority. It's just that those who "get it" simply don't need to call the tech support :p |
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| LazFX |
| quote: | Originally posted by Lira
I don't think they're the majority. It's just that those who "get it" simply don't need to call the tech support :p |
Most tech support are nimrods as well...
75% of them go by script.....
//I am one that gets it ;) |
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| Redd |
| I've been using computers since I was like 5 (amstrad, C64 etc.) and when dad bought his first pc in 97 I had to teach him everything. He didn't just want to learn how to use windows, he wanted to know everything; what hardware its built up of, what a file is, what the bios does, what an OS does - you name it. Now go try explaining that to a old fart with no knowledge of computers at all. He still calls me to this day with more or less advanced questions. There has been a LOT of "ARE YOU RETARDED? I JUST EXPLAINED THAT TO YOU IN THE MOST BASIC WAY POSSIBLE". The good thing about this is that I've really learned how to explain this stuff to "monkeys". Techsupport is easy, you just need to speak their language :p |
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| Gauss |
| Old people and technology do not mix. |
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| pierre_escargot |
| quote: | Originally posted by Redd
I've been using computers since I was like 5 (amstrad, C64 etc.) and when dad bought his first pc in 97 I had to teach him everything. He didn't just want to learn how to use windows, he wanted to know everything; what hardware its built up of, what a file is, what the bios does, what an OS does - you name it. Now go try explaining that to a old fart with no knowledge of computers at all. He still calls me to this day with more or less advanced questions. There has been a LOT of "ARE YOU RETARDED? I JUST EXPLAINED THAT TO YOU IN THE MOST BASIC WAY POSSIBLE". The good thing about this is that I've really learned how to explain this stuff to "monkeys". Techsupport is easy, you just need to speak their language :p |
Well that's it, once you've spoken to the real illiterate and grown accustomed to it, speaking to anyone with a tiny bit of computer knowledge is a doddle.
In tech support here, we were always told to talk to them as if they were beginners, regardless of how much they knew, that way, it saves you having to repeat yourself, over and over and over and over and over and over. |
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| gehzumteufel |
| quote: | Originally posted by Lira
:stongue:
I don't think they're the majority. It's just that those who "get it" simply don't need to call the tech support :p |
This is a contradiction. The people who call into tech support, are a majority of, totally clueless idiots. Thew few that aren't illiterate, are calling because they have a REAL issue, not one like, "Can you help me setup my voicemail?" So he was right in saying that the majority are clueless s.
| quote: | Originally posted by LazFX
Most tech support are nimrods as well...
75% of them go by script.....
//I am one that gets it ;) |
Yeah this is the other problem with tech support. Too many bloody idiots that don't even know from with technology. You can't troubleshoot something you know nothing about. Any deviation from the script, or something that is not described that could easily be related, and that person must escalate you. Although I understand their predicament, they also create a hate for tech support, as they are full of idiots.
| quote: | Originally posted by Redd
I've been using computers since I was like 5 (amstrad, C64 etc.) and when dad bought his first pc in 97 I had to teach him everything. He didn't just want to learn how to use windows, he wanted to know everything; what hardware its built up of, what a file is, what the bios does, what an OS does - you name it. Now go try explaining that to a old fart with no knowledge of computers at all. He still calls me to this day with more or less advanced questions. There has been a LOT of "ARE YOU RETARDED? I JUST EXPLAINED THAT TO YOU IN THE MOST BASIC WAY POSSIBLE". The good thing about this is that I've really learned how to explain this stuff to "monkeys". Techsupport is easy, you just need to speak their language :p |
haha yeah. As I mentioned earlier, I worked for a cable company (tech support was not just tech support. We did everything, as it is a small company) that serviced 2 of the 3 assisted-living communities (think a retirement community for active seniors that do not require care) in the area. We had to deal with this daily, so that is not something I have a problem with. What frustrates me is when you use common ways to describe things (like I said "C as in charlie" so she knew it was a C) and they get it totally wrong.
| quote: | Originally posted by Gauss
Old people and technology do not mix. |
Exactly my point.
/thread
| quote: | Originally posted by pierre_escargot
Well that's it, once you've spoken to the real illiterate and grown accustomed to it, speaking to anyone with a tiny bit of computer knowledge is a doddle.
In tech support here, we were always told to talk to them as if they were beginners, regardless of how much they knew, that way, it saves you having to repeat yourself, over and over and over and over and over and over. |
I learned the same thing. Feel the person out, start out super simple, and if the customer is determined to not be a clueless , you can proceed, with caution of course, with more advanced terminology. It took me a bit when I originally learned how to get used to it, but once you master it, it is pretty easy. I just can't deal, no matter how long I do this, with old farts who know all about computers and technology calling tech support. Go to best buy, or wherever you bought it. They have training classes usually. |
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| pierre_escargot |
| quote: | Originally posted by gehzumteufel
I learned the same thing. Feel the person out, start out super simple, and if the customer is determined to not be a clueless , you can proceed, with caution of course, with more advanced terminology. It took me a bit when I originally learned how to get used to it, but once you master it, it is pretty easy. I just can't deal, no matter how long I do this, with old farts who know all about computers and technology calling tech support. Go to best buy, or wherever you bought it. They have training classes usually. |
Agreed on that, some people just can't be helped, the poor beggars. Plus, the patience required to do this can actually benefit you outside your job. I found that I'd be more patient with people in general, get less frustrated, resolve some anger issues blah de blah.
It's not a job I'd do for a lifetime though, but it's beneficial to work in that type of environment for a while :) |
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| gehzumteufel |
| quote: | Originally posted by pierre_escargot
Agreed on that, some people just can't be helped, the poor beggars. Plus, the patience required to do this can actually benefit you outside your job. I found that I'd be more patient with people in general, get less frustrated, resolve some anger issues blah de blah.
It's not a job I'd do for a lifetime though, but it's beneficial to work in that type of environment for a while :) |
lol yeah. Some are just too lost to help. I try my best to be patient, and get them the help they need, but I can't be on the phone for 30minutes and not even get 1 thing done. Which is what happened with that lady.
And yeah, the patience thing did teach me a lot. Ever since that first customer service job, I treat ALL customer service agents, with care. I have been in their position, and I know that the more I act like an , the less help I get. |
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| Lira |
| quote: | Originally posted by gehzumteufel
This is a contradiction. The people who call into tech support, are a majority of, totally clueless idiots. Thew few that aren't illiterate, are calling because they have a REAL issue, not one like, "Can you help me setup my voicemail?" So he was right in saying that the majority are clueless s. |
Oh, I thought we were talking about the majority of people in general. Never mind my comment then :p |
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| whereinutep |
| You think old farts and computers are bad, how about old farts and slow cookers. Was on a call for 50 minutes trying to explain to an old fart that sounded like he was talking out of a gas mask why the digital slow cooker he left on for 24 hours was displaying HI. He thought the slow cooker was greeting him and didn't think much of it when he plugged it in, the slow cooker was boiling hot with nothing in it. Keep in mind, he realized something was wrong when his freaking smoke detector when off when the plastic wrapping melted in between the insert and the heating element. |
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