Please Be Nice to Customer Support People
August 13th, 2007In my younger years, I spent a few months working for a small software vendor, doing tech support. Indeed, it was a thankless job, as I had to figure out precisely what users on both the Mac and Windows platforms were doing to mess up the product and help get them up and rolling once again.
This was before you had software that could take over a computer’s desktop and allow you to actually see what was going on, so I sometimes fervently wished for a functioning crystal ball to assist me in deciphering a customer’s imperfect technical and sometimes conversation abilities.
Indeed, while I’m apt to complain about bad support as much as anyone, I developed a new-found respect for the people on the front lines as a result of that job. When you get a knowledgeable and friendly support person on the phone, it’s as good as gold in helping you solve your problems.
So let me say this up front. Don’t call a company’s support line expecting inferior service, because you may just be creating the climate to fulfill your wishes.
