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Chat Thread Wake Forest Superheroes: No Plans For March !!!!

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myDeaconmyhand said:
A skill that I have not yet acquired for customer service is how to politely pivot when my troubleshooting reveals that a clients complaint was actually just their being uneducated on how to do something. A relevant # of incident reports are “x is missing” which implies that x was present previously, and there is potentially a system problem. Many of those incident reports are quickly revealed to actually be “I don’t know how to find x”.

My problem is that clients sometimes get annoyed when they get asked “Do you know how to find x?”, presumably because that makes them feel stupid. Its a necessary question though, to rule out a system issue vs a user error.
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I do so much tech support stuff like this for my dad and my play is usually to start with "can you walk me through what you're doing/where you're looking. I just need a little help getting the lay of the land".

And then when I ascertain he doesn't know what he's doing, which is typically the case, I pivot by commiserating with something like "oh yeah, this thing is here. Don't know why they thought it was a good place for it. Don't make operating systems like they used to, right?"
 
It really is a skill to have immediate…recall(?) of multiple perspectives at the same time, so that you can accurately interpret what someone says based on their perspective, vs interpreting it incorrectly based on your own perspective, and to do that in a way that isn’t patronizing.
 
myDeaconmyhand said:
It really is a skill to have immediate…recall(?) of multiple perspectives at the same time, so that you can accurately interpret what someone says based on their perspective, vs interpreting it incorrectly based on your own perspective, and to do that in a way that isn’t patronizing.
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after years of CSR reps you'll already know what the problem is before it's out of their mouth
 
myDeaconmyhand said:
It really is a skill to have immediate…recall(?) of multiple perspectives at the same time, so that you can accurately interpret what someone says based on their perspective, vs interpreting it incorrectly based on your own perspective, and to do that in a way that isn’t patronizing.
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You're big gay, bro.
 
Frosty said:
I do so much tech support stuff like this for my dad and my play is usually to start with "can you walk me through what you're doing/where you're looking.
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Yeah, I think I have to work on not being so literal with incident summaries.
 
myDeaconmyhand said:
Yeah those are all good suggestions, it’s just that I honestly am often very late on picking up the…truth? So when I am honestly confused, whoever is asking me for help sometimes gets frustrated. I’ve gotten feedback before that I assume too much capability or knowledge of clients.
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I didn’t know…maybe assume they are great at their job otherwise but not at all computer or tech savvy? Make it your goal to not merely solve the problem but have to also them feel like they’re glad they engaged with you and were helped by you?? Try and make them feel respected by you??

Not sure how in granular detail, but may be a general approach…?
 
WindyCityDeac said:
man this is RIGHT IN MY WHEELHOUSE
i send the stuff like this, innocent men, The "It's Friday" Banger to my kids and my nieces and nephews. They are all convinced i'm insane
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My 7yo and I both love bread unabashedly in a house otherwise full of non-bread eaters.

If it weren't for the F bomb in the beginning, I'd love to get this stuck in her head to annoy the others with.
 
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