On Tue, 13 Jul 2010 12:44:36 -0400, Paul B. Gallagher wrote: > But what I've always wondered is, how do those people not get fired?
Two reasons, probably. First, we had a database of possible solutions for various issues; as most of them had multiple suggestions, there was a good chance that a support-monkey would pick a wrong one at random, as they didn't know enough to tell which one was probably right. And, of course, when (not if) it didn't work, they could say, "But I followed the walk-through!" The second reason was that their leads often knew little if anything more than they did, being more manager than tech. I once spoke to a caller who was on his fifth call for the same issue. The first tech had decided to remove and replace Dial-Up Networking, which IMAO wasn't indicated. When it didn't work, the next three "techs" he spoke to clearly were suffering from The Bullwinkle Syndrome: "This time, for *sure!*" Instead, I Did The Right Thing: I went over their configuration and corrected several errors in it, after which everything worked. The funny thing is, we were judged, largely, on the average call- time and my way was much faster. I've even written a short book on my experiences: http://www.xlibris.com/ FearandLoathinginTechSupport.html -- Joe Zeff -- The Guy With The Sideburns: http://www.zeff.us http://www.lasfs.info Never give up! Never surrender! _______________________________________________ support-seamonkey mailing list support-seamonkey@lists.mozilla.org https://lists.mozilla.org/listinfo/support-seamonkey
