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Pastimes : Computer Learning

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To: thecow who wrote (6567)	11/4/1999 10:56:00 AM
From: PMS Witch	Read Replies (1) of 110626

... the techs that tried to assist me must not have been very good either... You've sparked an interesting question: What makes good technical support? Right off, I'd say good knowledge, but the ability to communicate is high on the list too. Further, the ability to listen and understand what the person's difficulty is crucial to solving the problem. To me, this means understanding what is meant, not just what is said. Being a bit of a mind-reader helps. Another characteristic would be being secure enough to admit the problem could be beyond your ability and having the willingness to pass the problem to a more experienced person. It's infuriating to deal with someone who's clearly out of their element but who refuses to seek another opinion. (After all, I've admitted defeat and called them.) Icing on the cake would be a support person who doesn't treat you like a complete idiot when you call. I've found DELL support people to be very good in most of these areas. Cheers, PW. Disclaimer: I own both Dell machines and Dell stock. P.S. Curious thing: I ordered some blank Zip disks from Dell. They arrived formatted for a Mac??? Go figure!

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