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Originally posted by hampton
just pretend you're higher up on the support ladder (or not on the support ladder at all) so they're meek. whenever there's a support call that i need to deal with, my co-workers go "hrm, sounds serious.... i guess... you'll need to talk to our... system administrator...". then leave them on hold for *minimum* 1 minute. this way they'll think they're getting their call passed way up the line and will be really intimidated. then, never say "how can i help you?" "thank you for holding", etc. when they explain the problem, go "hrm, lemme look at the mailbox/logs/files/whatever..." and type furiously for about 30 seconds, making sure to not say a word, or explain any of what you're doing. when fixed, go "ok, found it. should be working now." and offer no closing remarks. usually they won't even ask what the problem was and will actually be grateful.
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Yeah, unfortunetly this guy was asking questions on how to do certain things. Without going into detail he was asking about having a certain figure show up on a print out. Basically, the entire programming for the system would have to re-configured for this to work. So it just cannot happen. I talked to him for 45 minutes basically just saying "no it can't be done" about a hundred times. Then I helped him configure a sales report... like this is easy easy stuff... he's just a total dumbass. So I couldn't really tell him he's fixed cause there was no way that woulda worked. What I usually do though, is figure out a way to have them print something and tell them to fax it to me so I can look at it, and then call me back. Well, I don't answer the phones after 4:00, so I just deal with it the next day
Quote:
Originally posted by hampton
hard to believe i get paid a decent wage to do the above. i don't do it to good customers though. just ones who call excessively and/or are arrogant. if you're too nice they'll feel like you OWE it to them to help them, for free, even if it's their problem is their own fault.
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yeah I get paid pretty decent, as well. The people I hate the most are the ones that phone, are angry as hell that something isn't working for them, but admit they screwed something up. They phone and say "(certain program) isn't working! I did something wrong and screwed it up and it won't work. Fix it!" And if I don't give them a one sentance answer to fix it, they're angry. Fuck that pisses me off. Usually I just say I have to check on something, I'll call you back... then wait a couple hrs to call them back. You be an ass to me, you go to the end of the "to-do" list.