Quote:
Originally Posted by FanIn80
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My point is that, if you already know what the problem is, why not start by saying what the problem is? I don't expect people to understand how their computer works, but I do expect them to be able to explain what their actual problem is. If your issue is that you can't find a folder, then ask for help finding a folder. If you can't log into your webmail, don't ask people if the Internet is down - as them why you can't log into your email.
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The job of an technical support person who is in touch with users is to take what the user says and translate that into an understanding of what is actually happening. Users are stupid, we all know this, and the ones that actually are not stupid normally know just enough to confuse the issue when explaining it to you.
Expecting them to be able to accurately describe the problem is asking them to do over half the job of the support person.
edit: forgot the actual reason I came to this thread - I think shaw email is back up, as I just received an email from a coworker's personal email address that she sent a couple hours ago.