IT SupportOur IT support guy has been in the job since 1979, and never misses an opportunity to pick up a mouse and say "Hello computer" into it, Star Trek-style. Tell us your tales from the IT support cupboard, either from within or without.
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Scaryduck LIKES EGG, Thu 24 Sep 2009, 12:45)
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You need your "calming the paniced technophobe over the phone" training1st off. Ask them, don;t tell them. "Please could you..." "Would you mind..." etc. If you;re polite they feel more important. If they like listenign to you they might just listen to you.
2nd. When you need to talk the user though testing things tell them that it will help "pin point the problem and ensure that it gets fixed as soon as possible" Then get them to turn it off/on. Make sure this or that is working etc.
3rd. When you're baffled use the phrase "We're looking into it" and "We're currently working to get this fixed as soon as possible" The thought that there's several people working on their job really helps calm users down.
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Crap Little Monkey Deathstar, so good they built it twice, Thu 1 Oct 2009, 11:37,
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