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I was told to come make a post. | by caffine-iv | 2003-03-18 02:15:10 |
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Is that 'GREAT' as in 'Woohoo! Money!', | by LionsPhil | 2003-03-18 02:18:05 |
| Niether actually. |
by caffine-iv |
2003-03-18 02:25:52 |
GREAT as in I get to not sit around my house all day wondering what to do next, and GREAT as in I know more about sysadminning than SysAdmin does and I'm in social control (but not official control) of them.
As for idiots... There are a few, but they're realy great people, so they're not bad ot be around. They know what it is they don't know, and they don't try to fudge around it. Especially the Level 1 help techs.
On the other hand, it's more important that the customer is happy than if they're satisfied. As long as we keep them in the illusion that we're working as hard as we can to make them satisfied, they're happy, and a happy customer is a loyal customer. Now, we hire really nice people for level 1.
The idea is simple. A monkey can be taught which keys to press, thats easy. You can even give a monkey 20 keys ot press and teach it a pattern and it'll sit there and press them over and over again without fail.
However, teaching hte monkey to teach someone else which keys to press while not making the other person feel stupid about it, is something else entirely!
So it's something like this: The customer sees the help desk as knowing everything. They therfore see their intelligence as small comapred to ours. Therefore they feel stupid. Once a tech sais "Hmmm, I don't know, let me go find someone who does." the view of the knowledge of the technician the customer is talking to goes down, which makes their own relative knowledge higher. They feel good because htey have a problem that the average tech can't fix, therefore they can't expect themselves to beable to fix it.
Social engineering, great thing.
My boss is a very smart man. |
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[ Reply ] |
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It would probably make more sence, | by caffine-iv | 2003-03-18 02:28:18 |
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Cool. That made sense. (n/t) | by LionsPhil | 2003-03-18 02:34:10 |
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