No, it is the same thing!

[myswtghst]

It makes me sad that in this case, it almost seems like "good customer service" would be basically flat out lying to the customer, even if it's done a way that indulges them and doesn't upset them. While I can understand not arguing with a customer, and trying to find a solution that makes them happy, I can also see how that can be a slippery slope to start them down. *shrugs and is glad she's not in tech support*

[Chanlin]

You guys may flame away at this response if you wish.

I realize that not everyone always has this luxury, but I am of the mind that in the instance where the customer (read person you are helping) Is completely and utterly in the wrong with what they are thinking then it is your duty as a tech to argue (read correct them) until they understand.

As Earl said by not fixing the wrong thinking you are not only doing the customer a disservice, you are also creating situations that could escalate into worse problems later.

Also it makes you look stupid (read gives the customer a reason to complain) when you just give in and don't try to correct them the first time around and some other tech corrects them later.

On the lady the OP was talking to thats just a doozy, but I've run into plenty of similar situations as a tech and if I can get my 70 and 76 year old Grandmothers to understand the concept (or at least accept that what I am telling them is correct) then it shouldn't be that difficult for anyone else.

My Grandma even asked me one time how I knew so much about computers (and I really don't know a whole lot, just more than most) to which I countered "How is it you know so much about sewing?"

[Raerlynn]

My opinion has always been thus: "You called me for help. If you don't trust my diagnosis, I will explain it to you. If you still insist I'm wrong, I will nod my head and smile, while privately wishing I could hate your computer to a molten pile of slag. Remember that you called me for help because you didn't know what the problem was. If you're so damn sure that I'm wrong, get off my phone and stop wasting my time. I only do differential diagnoses with my co-workers, not my customers."

[CancelMyService]

I've run into situations where someone gets upset because no one ever corrected them on an incorrect line of thinking, which led to a bigger "mad customer" situation than correcting them would have.

Personally, I try to educate the best I can, but if someone is just that hell bent on not listening to me at least I can say I tried my best. If they end up looking like a dumbshit later on, they can't say I didn't attempt.

[Chanlin]

If they end up looking like a dumbshit later on, they can't say I didn't attempt.

Amen to that

[earl colby pottinger]

Record it

Personally, I try to educate the best I can, but if someone is just that hell bent on not listening to me at least I can say I tried my best. If they end up looking like a dumbshit later on, they can't say I didn't attempt.

I learnt to record why customers disagreed me and their planned actions to cover my own ass. I think the guy who refused to do backups after his drive failed and we got it working was one of the first people I did that for. There was no way that I was going to be sued on some future date because he claims I never explained about backups.

I wrote a full description on the work order and that the company can not ensure a customer's data on a flaky drive after they left the store. Yes, that means he also refused us doing the backup for him.

[myswtghst]

I learnt to record why customers disagreed me and their planned actions to cover my own ass.

We live by C.Y.A. at my place of employment. Case notes always state who said to do what, why they asked us to do it, and who approved it. I've actually avoided trouble a few times by being able to explain to a tech exactly who said this or that.

[gunsage]

I had this lovely one while dealing with a tech in the field. Needless to say, I said just about everything short of calling him an idiot flatout...

Me: "Alright, so which version of Windows is this? XP, Vista...?"
Tech: "Well, I think it's XP."
Me: "Alright, hit the start button."
Tech: "Well, all I've got is this little blue Windows button."
Me: "..."

ZOMG! THAT WON'T WORK! DISPATCH A WINDOWS START BUTTON FIXER TECH! Anyway...later in the call...

Me: "Okay, in the downright on the desktop, you'll find the task bar..."
Tech: "Well, actually, I'm on a laptop."

AREN'T YOU CUTE? YOU THINK YOU'RE CUTE, DON'T YOU?! I'MA SLAP YOU!

Ugh.

[Shabo]

AREN'T YOU CUTE? YOU THINK YOU'RE CUTE, DON'T YOU?! I'MA SLAP YOU!

I think I'm overtired... I found this hilarious...