This is kinda an extension of this thread.
What are some of the things users say that just grind your gears?
Here's a few of mine:
"I'm not computer illiterate" (or similar)
I'm not mechanically inclined, that does not mean I don't know how to drive.
"Why is it not working" (or similar)
This one gets me going. Typically happens in person. The person will barge in to the IT room and mention a problem such as print jobs on a specific report miss aligning. You JUST notified us of the problem, how are we suppose to just know why? We need to troubleshoot and figure out what the exact problem is before we can know why. Once we know why, we can maybe find a fix for it. We can't just magically make it work.
"I need this for [some unrealistic time]"
First of all, we need to troubleshoot the issue. We can't just press a button and it magically works. If you want it fixed, then give us the time to do it. You're also not the only customer.
"This is a business!"
I learned to totally ignore that when I worked at help desk. Of course this is a business, that's why you're calling the business help desk, and that's why I'm answering the phone. If the internet is that important to you to the point where you are losing money, then it's not our problem you don't have redundancy.
"It's down, it's not working, I need it now, fix it"
tech: What is down?
"I don't know, you're IT you should know!"
So let me get this straight, something is not working and you need it badly, but you can't tell me what it is?
I'll probably think of more.
What are some of the things users say that just grind your gears?
Here's a few of mine:
"I'm not computer illiterate" (or similar)
I'm not mechanically inclined, that does not mean I don't know how to drive.
"Why is it not working" (or similar)
This one gets me going. Typically happens in person. The person will barge in to the IT room and mention a problem such as print jobs on a specific report miss aligning. You JUST notified us of the problem, how are we suppose to just know why? We need to troubleshoot and figure out what the exact problem is before we can know why. Once we know why, we can maybe find a fix for it. We can't just magically make it work.
"I need this for [some unrealistic time]"
First of all, we need to troubleshoot the issue. We can't just press a button and it magically works. If you want it fixed, then give us the time to do it. You're also not the only customer.
"This is a business!"
I learned to totally ignore that when I worked at help desk. Of course this is a business, that's why you're calling the business help desk, and that's why I'm answering the phone. If the internet is that important to you to the point where you are losing money, then it's not our problem you don't have redundancy.
"It's down, it's not working, I need it now, fix it"
tech: What is down?
"I don't know, you're IT you should know!"
So let me get this straight, something is not working and you need it badly, but you can't tell me what it is?
I'll probably think of more.
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