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Hi!
I've been a lurker here for a while (unregistered for a couple of years and registered since... how long's it been, again?) but since I haven't worked customer service before I didn't see any reason to post earlier. Now I'm working at (University) helpdesk for the next five-ish months - compulsory work practice for my basic vocational IT degree - and am much more likely to have interesting (or just plain horrible) things to post about.
I've been here (the uni) for two weeks and as far as I can tell, uni students can't read any better than customers can! We get regular calls along the lines of "How do I change my password?" when the instructions are posted all over the school intranet and public webpages. And don't even get me started on the number of phonecalls about "Heeeelp! My school computer ID expired!!!1" (instructions for sorting that problem out are also all over the school pages...)
Thank heavens we don't have to hand-hold (l)users every step of the way: we just give them a link to the instructions they should already have read... And explain it again in smaller words to anybody completely computer-illiterate.
Can you tell I'm already a bit jaded?
lukija
I've been a lurker here for a while (unregistered for a couple of years and registered since... how long's it been, again?) but since I haven't worked customer service before I didn't see any reason to post earlier. Now I'm working at (University) helpdesk for the next five-ish months - compulsory work practice for my basic vocational IT degree - and am much more likely to have interesting (or just plain horrible) things to post about.
I've been here (the uni) for two weeks and as far as I can tell, uni students can't read any better than customers can! We get regular calls along the lines of "How do I change my password?" when the instructions are posted all over the school intranet and public webpages. And don't even get me started on the number of phonecalls about "Heeeelp! My school computer ID expired!!!1" (instructions for sorting that problem out are also all over the school pages...)
Thank heavens we don't have to hand-hold (l)users every step of the way: we just give them a link to the instructions they should already have read... And explain it again in smaller words to anybody completely computer-illiterate.
Can you tell I'm already a bit jaded?
lukija
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