I think all of us have had those conversations and even the most un-tech-savvy folks in the world know by now to "unplug, wait 30 seconds and try it again". I think that is why when I am asked that question, I can feel my blood pressure begin to go through the friggin' roof! I am NOT stupid! And I know enough to unplug and try again. And to try a few other things. If I am calling the helpline, it is because I have reached a point where I am desperate and the person on the other end is my last resort before I go nutso-batso. They don't know that - of course - but ... sheesh! ... give your customer SOME credit for not being totally stupid!
... i should talk she who does not have the best customer service skills mutters ...
I guess that part of it is that they get people who have never called support before and have to be walked through slowly, but I wish that sometimes they would ask "what have you already tried?" and take it from there. Now, I've also had situations where I've had to explain things to the support person that they should have known. I get that a lot when dealing with the cable company and their Internet support. I think that the trouble is that when you call the support people, you get a Level I person on the line, and he or she is rated on whether or not they were able to solve the problem, which is not really fair to the support person. They should be judged on their ability to recognize that a problem is over their head and call in a Level II. But, they don't ask me...
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... i should talk she who does not have the best customer service skills mutters ...
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