Yeah, if someone’s livechatting with support to get help with something, I don’t see why they’d answer anything other than “now please”? It’d be different if “when’s a good time for us to send a technician to your house?” or such… it feels like the question is just asking to get annoyed responses from customers.
People are busy and forget what’s not immediately in front of them. I worked remote support for a defense company for a number of years, and the number of times I remoted to peoples computers after asking me to remote in and they had ITAR or some other classified or even just personal information like social security numbers from HR still on the screen is pretty high. The company would say it’s a potential fire-able offense but for the most part we would just minimize anything we didn’t recognize or ask them to close it so we weren’t exposing ourselves or them to any potential issues. Everyone gets stressed at work, and when you are stressed and upset about something not working, people are down right forgetful sometimes until you nudge them in the right direction. But after dealing with 1000s of angry people, it’s honestly satisfying to have those people that go from yelling to happy by the end of the call. It’s remarkable how many people will start by treating you like crap and by the end of the call will be asking who your supervisor is so they can send them a message letting them know how much they appreciated your help. A small chunk of IT ends up being an untrained therapist. Lol
Yeah, if someone’s livechatting with support to get help with something, I don’t see why they’d answer anything other than “now please”? It’d be different if “when’s a good time for us to send a technician to your house?” or such… it feels like the question is just asking to get annoyed responses from customers.
People are busy and forget what’s not immediately in front of them. I worked remote support for a defense company for a number of years, and the number of times I remoted to peoples computers after asking me to remote in and they had ITAR or some other classified or even just personal information like social security numbers from HR still on the screen is pretty high. The company would say it’s a potential fire-able offense but for the most part we would just minimize anything we didn’t recognize or ask them to close it so we weren’t exposing ourselves or them to any potential issues. Everyone gets stressed at work, and when you are stressed and upset about something not working, people are down right forgetful sometimes until you nudge them in the right direction. But after dealing with 1000s of angry people, it’s honestly satisfying to have those people that go from yelling to happy by the end of the call. It’s remarkable how many people will start by treating you like crap and by the end of the call will be asking who your supervisor is so they can send them a message letting them know how much they appreciated your help. A small chunk of IT ends up being an untrained therapist. Lol