Do i profess to know everything ...NO...
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Members of the general public do not need a computer qualification to have BB installed. Therefore you cannot expect the general public to always understand what you mean when you talk to them. Because you have "some" techniacal knowledge that permits you to read a script and do basic fault finding over the phone does not give you an intellectual superiority over the person calling for help.
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Personally i like to assist the lesser imformed customers, however if people complain about the wait times it is to do generally with us techs providing a basic level of support..We cant flippen win..
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You are there to offer a support service for the users, if you dont have the patience to deal with the customer then I suggest you get yourself another job. Yes it is frustrating having to deal with the same problem for the 100th time that day, but thats what the job is about.
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Majority of the issues are reoccuring, though that is what we are there for right?
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Some people dont phone because they dont understand what the problem is, some people know, but cannot fix it without intervention of NTL, they then have to contact NTL. Yet these people can be treat like a piece of **** because some pimply faced IT God has lost his temper.
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You will find very few
in here..
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You work in a service industry once again, if you dont have the right temprament to work there get out, do something else where you dont feel obliged to slag the customers off.
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I'm attempting to point out that its not the techs fault of the q's