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Originally Posted by Racingdick
ok smarty pants...
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Haven't worn trollies for about 2 years now, but I'm sure you didn't need to know that...
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Originally Posted by Racingdick
rather than continuing this thread that has run its course, how would you with your vast experience and unquestionable knoledge change things.
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Wow, don't you just love the ones who suck up to the admin team
For a start I'd suggest a change of attitude. Customers cannot be expected to have all the knowledge - in fact they cannot be expected to have ANY knowledge. As a TSA you should be prepared for all eventualities with regards to what they do and do not know. Yes yes it is frustrating when they don't know how to use a mouse but that's where your patience comes in to it, assuming you have any. If you find it too annoying when people don't know what an operating system is, then perhaps you're in the wrong job?
People aren't born with knowledge, neither is there any requirement on their part to learn any, although it certainly would help. What is needed is a first line of techs who, instead of getting huffy with customers who don't know what a CD-Rom is, will use simpler terms that people are more likely to understand. What we need are techs who will be honest and say "I don't know what this is, I'll pass it on to a senior tech" rather than the ones who will BS a customer by fobbing them off with a "reformat".
You are customer facing, you are representing the company. From the tone of your posts so far, you are not painting a very good picture.
Me? I don't have all the answers but I don't need to: I'm with BT tech Support now
but if I
had to suggest something, I'd recommend some kind of community forum run by ntl where experienced techs can give advice and tips.....
....only they tried that didn't they??