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Pastimes : Computer Learning
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To: mr.mark who wrote (12208)10/2/2000 10:25:39 AM
From: PMS Witch  Read Replies (1) of 110653
 
Just some random musing about tech support ...

I sometimes wonder what qualities a good tech support person must possess. I'm sure they spend a good deal of their day helping users discover that computers aren't waterproof, run on electricity, and that the 'ANY' isn't missing on their system, but they're also exposed to very complex and difficult situations that they're expected to solve over the telephone, one person removed from the actual system causing the grief. Add to this, many issues stem from unfamiliar software supplied by vendors who have not made information available, and quite often are more interested in shifting blame than resolving problems, especially those which may cast their product in unflattering light.

I'm beginning to feel that good tech support people are both extremely rare and worth their weight in Gold. I doubt there's enough people to meet current demand. Perhaps the solution can be found in automation: Only the toughest problems needing human effort.

I've found Dell's support people good. I haven't called them in over a year. When I'm stuck, I post my questions and you post answers: It works for me.

Cheers, PW.

P.S. I'm soon off for another vacation for a couple of weeks. It'll seem strange experiencing life without a computer to keep me confused.
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