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With the popularity of our iPhone Apps and having to trouble shoot issues with client web sites and emails, we on occasion need to offer tech support, on some level. Honestly, no one in our company, at least that I know of, enjoys the tech support side of the business. But sometimes, it is necessary.
One thing I learned, from first hand experience, is that the more tech savvy you are, the more likely you are to skip steps during a tech support request. It happened to me both on the side of offering tech support as well as receiving tech support. It is safer for me to share the story of how this happened to me on the receiving side, so I'll tell that story.
A few years ago, we received a Dell desktop. When we turned on the desktop, it sounded like the hard drive was grinding against a piece of metal within the computer. So I called Dell for tech support. They began walking me through the steps on how to fix the issue. Of course, I am a smarty pants and I skipped some of the steps. Yea, yea, I said, I already did that, when in fact, the tech support person wanted me to do something slightly different.
I then asked, does this happen often? You know, where people skip steps and miss things because they think they know? She said, she often has issues helping tech savvy people over people who know nothing because the people who know nothing, do exactly what you say, instead of doing what they think I would say.
I have experienced people doing the same on the side where I provide tech support. I am not sure it is easy helping people who know nothing versus those who are more savvy when it comes to computers. But it does make you think, doesn't it?
Barry Schwartz is the CEO of RustyBrick, a New York Web service firm specializing in customized online technology that helps companies decrease costs and increase sales. Barry is also the founder of the Search Engine Roundtable and the News Editor of Search Engine Land. He is well known & respected for his expertise in the search marketing industry. Barry graduated from the City University of New York and lives with his family in the NYC region.
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