Subject:
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Re: Has anyone ever been missing a piece?
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Newsgroups:
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lugnet.general
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Date:
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Thu, 16 Dec 1999 13:34:40 GMT
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Viewed:
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1375 times
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On Thu, 16 Dec 1999 02:36:38 GMT, "Jonathan Little" <piano254@aol.com>
wrote:
> In lugnet.general, Jasper Janssen writes:
> And this point I also understand. I know that some customers can be
> tiresome, but I always looked at it as "just doing my job". I was getting
> paid to wait on them and, as long as their requests/demands weren't out of
> the ordinary and weren't hard to accomplish I generally forced a smile (if
> necessary) and went about my work. Not all customers, however, are extremely
> demanding and unreasonable, I've found. A majority of them are just normal
> people that would like the quality product they paid for.
The problem is that a) the minority completely ruins your life as a
support person and b) in the end, it's cheaper in terms of time and
material to just treat _everyone_ as a total idiot because it costs
only a little extra, compared to when you treat an idiot like a normal
person, which costs a hell of a lot extra.
> I have to disagree with you here. I feel that the entire computer world is
> completely new territory to a lot of people. Not everybody is going to pick
> up on things right away. Especially when you factor in the fact that adults
> do not pick things up as quickly as a younger person. If you're going to
> look at it that way, you may as well call a two year old stupid for not
> knowing their alphabet and a ten year old for not knowing calculus.
Well, yes. But people for some reason think that they _do_ know all
about computers. So you get the "I'm a leet hacker" type people who,
it turns out, have the caps lock key on while typing their password.
And worse, the ones who call back with the _exact_ same problem again.
And again. Or the ones who don't know what "click", "double-click",
and "right-click" mean, and don't want to learn. I have one of those
in rather close proximity, which I _have_ to support. He's my bloody
father. Whenever I suggest that maybe, just maybe, if he's having to
try for five minutes to double-click on his WP 5.1 icon, moving it all
over the desktop in the process, that it might be a good idea to just
spend half an hour or an hour playing Solitaire, even offering to
coach him through that, he get's this "I can't hear you la-la-la" look
on his face.
AAARRGGGGH.
> Well, as true as this may be, it was not the case with my situation. For
> starters, I sent the company a letter, clearly stating the missing part by
> the term that is used to describe it in the instruction sheet, along with a
> brief physical description. If it took somebody more than five minutes to
> read it and understand what part was missing, then they're the stupid ones.
You're a rare breed, obviously.
I think that when you factor in the high cost of mistakes, low cost of
sending the whole thing (and still you'll get people who didn't even
tell you the set name and number right..), and the added benefit of
customer goodwill gained, it does work out to sound business sense.
Jasper
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Message has 1 Reply:
Message is in Reply To:
 | | Re: Has anyone ever been missing a piece?
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| (...) OK . . . I can understand this point. I worked at a bookstore, and I had customers all the time that would come in and tell me that they wanted the big green book that was on *that* table, three months ago. They had no idea of the title, or (...) (25 years ago, 16-Dec-99, to lugnet.general)
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