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Originally Posted by timewarrior2001
Part of the job in tech support is to be able to deal with people on all levels.
Techies need to lose the "well you called us for help" attitude.
Many people call them because oif they dont they wont ever get anything fixed. This isnt just aimned at NTL, its aimed at all helpdesks.
Yes we do get calls that are amusing.
I had a printer engineer call me up on the 1st line support desk asking how to set up IP addresses on a printer.
I've explained to users that in order to retreive emails from the server they need to be connected to the "internet".
But all helpdesks need to drop the superiority complex they ALL seem to have.
After all if we were that good we wouldnt be bloody working in First line support would we?
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I agree totally.
This isn't to suggest that ntl specifically has a problem, when I need the Swansea TSB people at work they are great, but I know that there are always some people who 'talk down' to inexperienced users, both in ntl and other companies.
That must stop...it's unacceptable and one of my huge bugbears. Someone isn't inferior just becuase they haven't much experience of using a PC. And someone certainly isn't superior just because they have.
This belief actually links in well with my evangelical supprot for the Firefox browser, but I've covered that in other threads....