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In lugnet.general, Jasper Janssen writes:
> Before you say "customers aren't that stupid".. well, they are. I've
> done a few mercifully short stints on firstline support on a popular
> ISP here (the AOL of .nl, sortof), and trust me, they are. • <fairly major snippage>
> the customer screws up (or the (usually) more unlikely case of the
> company screwing up).
That door swings both ways, though. While unhappy customers can be/often are
hard to deal with/unwilling to admit fault, the other end occurs often as well.
A company with a poorly designed/managed customer interface will have more
problems due to the bad system than due to the bad customers, in my experience.
James
http://www.shades-of-night.com/lego/
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