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Asking the same question twice doesn't change the answer. Asking it in a new and different way, does NOT change the answer. Here's an example:

1. My dog Fluffy went to the dog barber. When he comes back can his hair be cut differently?
2. When my dog Fluffy goes to the dog barber will he come back with a different hair cut if I ask him to cut it differently?
3. Next time I send Fluffy to the dog hair cut guy I would like his hair to be styled differently with a cutting implement. Is that an option?
4. If dog barbers cut dogs' hair does that mean Fluffy will have a new hair cut when I send him there?

The answer to all of these is:

If you request for your dog's hair to be cut differently from the dog barber, it will be.

So please, if you call me for support, don't think you're so smart that you can change the question to get a different answer.
If you want a different answer..... ask a DIFFERENT QUESTION.

Labels: dog barber, phone, phone support, question, questions, technical, technical support

Ok, I work in a call center-like environment. I get calls from people who've been on hold for an hour. They are upset because of the amount of time that they were on hold, so in retribution they hold you up asking lists of dumb, time-consuming questions or insisting that you hold their hand through the simplest of procedures.
They never seem to understand that our hold times would be shorter if they didn't create a laundry list and expect every whim to be fulfilled just because they had to sit for an extra 10 minutes on hold.
We understand you've been waiting a long time and we would love to help you as fast as possible, but if you take your time and stall for no real reason, you will be the reason that someone else will do the same thing. If you want faster service be kind to those behind you in line and limit your call to the issue at hand. Save the laundry list of items for your user guide or online/email support.
If you absolutely must call in for support, in the case of the documentation not fulfilling your needs, try to call very early in the morning. Morning hours are the best times to get support - every place I've ever worked in support was always dead during the first hour. If you choose to call at lunch time, expect to be on hold for 30 - 60 minutes at least. This is especially the case within the first month after a new version of your software is released, or right after a national holiday.
If you're looking for a good day to call in, the day before Christmas, Thanksgiving, and Easter. Also, if your support center is open on weekends or other travel holidays, call in on those days.

Have a great day and enjoy calling!

Labels: call centers, calling, holidays, phone, phone support, tech, technical, technical support