Quote:
Originally Posted by Toxaris
You would be surprised how many problems are fixed when they follow the scripts. I heard percentages between 75% and 85%. I also find them annoying, but if these percentages are correct, I cannot blame them.
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I used to be uber-annoyed by that stuff, too--but that was before I owned a business that
wastes spends a lot of time providing unpaid tech support. You know what? You do use a script. Why? Because 96% of people are making basic, fundamental mistakes, and making them over and over again. You think that you did X, but maybe you did X without accounting for Y, or whatever.
We all like to think that "we're the smart ones," but the reality is, we all make the occasional dumb mistake, and we all do things whilst overlooking something else. Believe me, I'd actually be pretty happy if I had a NEW and improved tech mistake to deal with. As monotonous as it is, yes, I start every conversation with a client that needs tech support exactly the same, because 9x out of 10, they've made the same mistake as the last 99 people.
Hitch