One woman's plight in technical support.

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Tuesday, October 31, 2006

Random unease

Today is the day that I address the problem of being vague.

vague [veyg]
–adjective, va-guer, va-guest.

1.	not clearly or explicitly stated or expressed: vague promises.

2.	indefinite or indistinct in nature or character, as ideas or feelings: a vague premonition of disaster.

3.	not clear or distinct to the sight or any other sense; perceptible or recognizable only in an indefinite way: vague shapes in the dark; vague murmurs behind a door.

4.	not definitely established, determined, confirmed, or known; uncertain: a vague rumor; The date of his birth is vague.

5.	(of persons) not clear or definite in thought, understanding, or expression: vague about his motives; a vague person.

6.	(of the eyes, expression, etc.) showing lack of clear perception or understanding: a vague stare.

I'm going to try to use examples, but because I don't want to reveal actual people, I'm going to replace parts of the examples with something else. For this one I'm going to use a VCR and TV.

Customer: "I would like to configure my TV, my remote, and my VCR."
Me: "Ok Mr. Customer, what would you like to configure it to do?"
Customer: "Well, I currently have my remote in my hand, and my TV is on."
Me: "Well, Mr. Customer, did you have a question regarding the remote? "
Customer: "I've turned my tv on, and I want to change my settings on my VCR to make my TV blink. I also want my recordings to be taped on certain days. I'd like my TV to do that."
Me: "Mr. Customer, these two items are not related in that way. You are able to change settings on the TV if you would like to make it blink. The settings for the tapings need to be changed on the VCR."
Customer: "But that's not what the VCR tech told me!"
Me: "I'm sorry Mr. Customer, but the VCR is what determines the times that tapings get done."
The customer, irate at this point requests to talk to another person. He doesn't feel that I've given him the correct information, and swears the programs are related to eachother.
Me: "Ok, I can transfer you back into the queue if you'd like, but there's a possiblity that you may get me again."
Customer: "Fine. I just don't think you're understanding me."
So I transferred him.

--end--

So, this customer didn't really know what he wanted or what to ask for. This is an example of being vague. This is also an example of not-knowing-what-you-want-itis. On a side note, the calls I take are from network administrators. These folks should already know how frustrating it is to get a call or email from someone asking for something that means nothing, or calling for help and never saying what they want.

I've had at least three people call me with vague-itis today. When you don't know what you want, you frustrate the person you're calling to for help. You won't get anything taken care of. If you want to talk to a technician, make a list. Make a list before you call! Decide what questions you'd like to ask. Determine what direction you'd like to go. Read the documentation that comes with your item and use that as a spring board to get what you want.

Just remember, we really do want to help you get what you want if its within our power to achieve. We just want to know what it is!

Labels: listen, phone, phone support, question, questions, stupid, support, tech, technical, technical support, vague

If you have tech horror stories you'd like to share I'd love to hear them! If I really really like it, I'll even blog about it. So let's hear it, what do your dumb customers do?

posted by Reine at 8:08 AM

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