Can we blame people for not reading or not searching first?

[MrSS]

Before, I worked as a call center agent. We are in-charge of answering concerns in first call basis. Meaning, during the first call of customer, we MUST able to aid their problem fast and satisfying to avoid further call for the same concern.

Once I experience a customer call, asking:

Mr. Customer: "Why is my monitor not displaying anything?"
Me: "Sir, have you power on your monitor?"
Mr. Customer: "What? Do I have to power it on first?"
Me: "You heard it right Sir, do you any any button on your monitor. It can be found on the right bottom part of your set".
Mr. Customer: "Yeah, I've found it. It's now powered on. Thank you!"
Me: "You're welcome Sir. Do you have any other concern?"
Mr. Customer: "No more, that's all."
Me: "Alright. Thank you for calling. Have a great day!"

Our conversation ends ... In my work, we expected such situation, some sort of what we sometimes called "common sense questions", because they were our customer we always discount that idea. Our trainer once said "Don't assume that our customer knows a single and basic thing about our product. Your work is to educated them, not to make them ashamed". Okay, I accept that, but in reality, is it sometimes funny to think that such situation is avoided when we take initiative to find the solution on our own first before asking of help? I'm a person who always have the initiative. I don't wanna ask help if I know I can do something about it on my own.

I guess it's a form of superiority complex, doing favor for others but I don't wanna let people do a favor for me.

Can we blame those people who didn't take any initiative to solve their problem before asking of help?

Some people might say "They wouldn't ask if they know the answer" ... Meh, more often said than done.

[Dreamrage]

I guess in a way you can't really. IMHO I think that, with most problems, it might be better to be able to give them the right information, rather than have them search for a solution and find the wrong one. Most times they would rather call you first, knowing that they will get what they need from you than spend countless hours trying to find a solution that won't work. Call centers are just faster than they are

I don't think you'd get a superiority complex because you have people asking for help. For me its more along the lines of respect. They know you're good at what you do and value your opinion, so its only natural that they would ask you for advice if they have the chance.

My 2 cents, anyhoo.

[BiologyWebmaster]

I would blame them if it were a situation where someone just signed up to be a member of a webmaster forum, and did not bother searching for their answer, then they post a thread asking for help.

But however, in the situation you are describing as part of a call center, that is why they exist. I used to work at one, so I know how it is...also did a little telemarketing.

Not everyone in the world is as astute as you may be, I also used to tutor my fellow peers in college, and it does get frustrating a bit when you are trying to teach someone advanced concepts, when they do not even know the fundamentals.

So my answer would be that it depends on the people involved and the situation at hand.

Much Thanks,

BiologyWebmaster

[MrSS]

Originally Posted by Dreamrage

I guess in a way you can't really. IMHO I think that, with most problems, it might be better to be able to give them the right information, rather than have them search for a solution and find the wrong one.

Agreed. Giving them the right and quick solution will give them a relief. However I think they should also learn to take extra miles. I complement myself when I solved my problem only on my own.

Originally Posted by Dreamrage

Most times they would rather call you first, knowing that they will get what they need from you than spend countless hours trying to find a solution that won't work. Call centers are just faster than they are

I love that work, assisting people, educating them, there's a pinch in my heart whenever I got a sincere "Thank you".

Originally Posted by Dreamrage

I don't think you'd get a superiority complex because you have people asking for help. For me its more along the lines of respect. They know you're good at what you do and value your opinion, so its only natural that they would ask you for advice if they have the chance.

My 2 cents, anyhoo.

Nice thought, I must admit I neglect that part, now it's not superiority complex but being obnoxious (sometimes). It's so nice to know that your like a "help desk", people would always turn on you because they know you knew your turf well.

Originally Posted by BiologyWebmaster

I would blame them if it were a situation where someone just signed up to be a member of a webmaster forum, and did not bother searching for their answer, then they post a thread asking for help.

You hit the nail right on the head buddy! That's the hidden idea of this topic. ehehe ... I'm not threatening anybody to not post basic question, it still have value actually.

Originally Posted by BiologyWebmaster

But however, in the situation you are describing as part of a call center, that is why they exist. I used to work at one, so I know how it is...also did a little telemarketing.

Not everyone in the world is as astute as you may be, I also used to tutor my fellow peers in college, and it does get frustrating a bit when you are trying to teach someone advanced concepts, when they do not even know the fundamentals.

So my answer would be that it depends on the people involved and the situation at hand.

Much Thanks,

BiologyWebmaster

Yes, this message reminds me of "be the change you wanna see in the world". Instead of this, asking and complaining, why not be an example and inspiration?

[ScriptMan]

Mr. Customer: "Yeah, I've found it. It's now powered on. Thank you!"

Your next question should be, "Do you have the box the computer came in?"

and then, "Put in back in the box and return it to the store, you are too dumb to have a computer."

[stephengfm]

To the OP:

I ask a lot of questions on here. And it's because I don't know the answer. I don't go to Google because they give a horrible job of answering the technical questions in the way that I pose them.

I know that I pose the questions in an odd manner for a SEO expert. However, I don't even know the language/terms that you use for describing certain situations.

I also don't trust other websites for the questions, as the utilitarian value of the searches have failed me in the past.

[G10]

@ MrSS - I did 12 years in the corporate sector in IT and in one place I was asked to setup a 1st line help desk for a bank. One time whilst teaching the team support methods, I had a customer call me with a laser printer issue... Midway through the call...

Mr XXX.. The Laser printer stopped printing so I have taken the top off and am trying to remove the print cartridge.

Me.. Mr XXX, please close the printer as we will send out an engineer as quick as we can.

Mr XXX.. But I need it to work now and I think there is a paper jam under the toner.

Me.. Mr XXX, you're not authorized to touch the equipment, please close it and someone will be out.

Mr XXX (not listening to me).. How do you turn the printer off, should I do it from the wall or find the power button?

Me.. You mean the printer is still on?. Mr XXX I am assigning an engineer asap to sort your issue, please don't meddle with the printer as it will nul the service warranty and clients are not insured to dismantle our equipment. And, it should be off whilst being looked at.

Mr XXX (still not listening).. There is a bar inside that says "caution, HOT, do not touch but there's some tiny writing below it".

Next thing I hear is "Aaaahhh, bloody hell, I just burnt my forehead on the bar whilst trying to read the small writing"!

At this point, I had to put the call on MUTE as I was laughing too hard and was afraid that the customer may hear me... After composing myself, I managed to convince the (now burnt) customer to leave the damned thing alone.

Trust me dude, some people don't try and some try TOO HARD!!!

[stephengfm]

Originally Posted by G10

@ MrSS - I did 12 years in the corporate sector in IT and in one place I was asked to setup a 1st line help desk for a bank. One time whilst teaching the team support methods, I had a customer call me with a laser printer issue... Midway through the call...

Mr XXX.. The Laser printer stopped printing so I have taken the top off and am trying to remove the print cartridge.

Me.. Mr XXX, please close the printer as we will send out an engineer as quick as we can.

Mr XXX.. But I need it to work now and I think there is a paper jam under the toner.

Me.. Mr XXX, you're not authorized to touch the equipment, please close it and someone will be out.

Mr XXX (not listening to me).. How do you turn the printer off, should I do it from the wall or find the power button?

Me.. You mean the printer is still on?. Mr XXX I am assigning an engineer asap to sort your issue, please don't meddle with the printer as it will nul the service warranty and clients are not insured to dismantle our equipment. And, it should be off whilst being looked at.

Mr XXX (still not listening).. There is a bar inside that says "caution, HOT, do not touch but there's some tiny writing below it".

Next thing I hear is "Aaaahhh, bloody hell, I just burnt my forehead on the bar whilst trying to read the small writing"!

At this point, I had to put the call on MUTE as I was laughing too hard and was afraid that the customer may hear me... After composing myself, I managed to convince the (now burnt) customer to leave the damned thing alone.

Trust me dude, some people don't try and some try TOO HARD!!!

You should find a way to write this up as a feature blog somewhere.

[ScriptMan]

My reply was a modified true story and the tech did get terminated for the reply.

So chalk that up to what you wish you could say.

[robjones]

G10 - That sounds like the story my wife told from when she was a loan officer. Someone was trying to buy a house and she had just quized them about their income, which was insufficient for the size loan they wanted. She began asking about any additional offsetting assets... "stocks, bonds, 401k, CDs...."

"Yes... we have CDs".

Seemed unlikely given the rest of the interview, but she went for it. "OK, tell me what you have."

"Well, we have a lotta 70's stuff... Jethro Tull, Cat Stephens, Aretha Franklin... some 80's and 90's R&B...."

[MrSS]

Originally Posted by ScriptMan

Your next question should be, "Do you have the box the computer came in?"

and then, "Put in back in the box and return it to the store, you are too dumb to have a computer."

That was mean ScriptMan! Remember our calls are recorded and sometimes reviewed live. We have to be very polite at all times, at all cost. LOLs

Originally Posted by stephengfm

To the OP:

I ask a lot of questions on here. And it's because I don't know the answer. I don't go to Google because they give a horrible job of answering the technical questions in the way that I pose them.

I know that I pose the questions in an odd manner for a SEO expert. However, I don't even know the language/terms that you use for describing certain situations.

I also don't trust other websites for the questions, as the utilitarian value of the searches have failed me in the past.

Sorry if my topic offends you, I really am. Since you open up about it, that's what I'm referring to previous post saying:

Originally Posted by MrSS

You hit the nail right on the head buddy! That's the hidden idea of this topic. ehehe ... I'm not threatening anybody to not post basic question, it still have value actually.

The value (I see) of asking some basic question is giving a token and opportunity for more concise, convincing, smart answer and knowledgeable person to share his thought and expertise about it.

G10,
That's a memorably hilarious customer service experience! Your right, some are trying too hard and soon will make them as if they know it better!

Originally Posted by ScriptMan

My reply was a modified true story and the tech did get terminated for the reply.

So chalk that up to what you wish you could say.

Feel sorry for loosing his job, however I admire his honesty. He's a type of person who can't lie and will tell you things straight forward even over the line.

Originally Posted by robjones

She began asking about any additional offsetting assets... "stocks, bonds, 401k, CDs...."

"Yes... we have CDs".

Seemed unlikely given the rest of the interview, but she went for it. "OK, tell me what you have."

"Well, we have a lotta 70's stuff... Jethro Tull, Cat Stephens, Aretha Franklin... some 80's and 90's R&B...."

That one hits me ... That's happen when I got in a place that I don't know how the things are flowing. Like in the bank, I feel weak in a bank, because I'm novice in their business process. All I know is receive my money out of ATM machine.

[stephengfm]

Originally Posted by MrSS

[INDENT]

Sorry if my topic offends you, I really am. Since you open up about it, that's what I'm referring to previous post saying:

The value (I see) of asking some basic question is giving a token and opportunity for more concise, convincing, smart answer and knowledgeable person to share his thought and expertise about it.

Well, I've learned that if I have a question, there are probably a million people in the world with the same question and the inability to phrase it.

I've read that Google places more emphasis now on questions being entered into it's searches. So perhaps a million people might one day ask that question and find this forum. Moreover, some percent of that million may become your customer some day.

As far as I can tell, there is hardly one lawyer in the United States that uses SEO.

[G10]

Originally Posted by stephengfm

To the OP:

I ask a lot of questions on here. And it's because I don't know the answer. I don't go to Google because they give a horrible job of answering the technical questions in the way that I pose them.

I know that I pose the questions in an odd manner for a SEO expert. However, I don't even know the language/terms that you use for describing certain situations.

I also don't trust other websites for the questions, as the utilitarian value of the searches have failed me in the past.

I think you are seeing this wrong.

We have all done daft things when it comes to computers, lord knows the amount of times I had to keep taking mine back to the shop when I first got one.

The thing is, it is good to be able to laugh at ourselves and see the funny side of things.

Questions are important yes and sometimes people would rather spend money calling support than to go through the information they have.

I could tell some amazing stories during my time in the industry but they would not be said in malice, just humour so I wouldn't be too hung up on people having a joke and laugh at each other as I know that the OP never meant it that way.

[stephengfm]

Originally Posted by G10

I think you are seeing this wrong.

I'm not take offense, don't worry yourself about it.

By the way, I bought and paid for my first PC in 1987.

I was given my first "computer" (TRS-80) in the late 1970's and was "programming" - self taught simple things.

I just learn what I need to learn to get by.

[luring]

I am not agree with your point. Lots of persons go unde obsession when they use any electronic product at first. Once they are told the solution, then they never do this type of call. we learn many things in every moment of our life till our end.

[djkhrystyan]

This is about how dum is a person . I am working at a hotel , actually i am at work as we speek , and there are a lot of stupid clients that come down to the reception asking to change their rooms because the tv it's not working. My first question is " have you cheked if the tv is pugged " ? and guess what , they all tell "yes sure" and when i go to chek gues ... tv unplugged !!!!! This is stupidity to it's extreme! Word!

[robjones]

Well, for what its worth i once had an exchange with a fella who was trying to get info on some puppies i was re-homing. After a couple of texts back and forth it became obvious he had the IQ of a fencepost... And i told him outright he was just too damned stupid to own a dog.

Just a fact of life, some people are idiots, and i wasnt going to commit any of the sweet pups i had to go live with some maniac that was too dumb to read the advertisement and comprehend what it said. I have zero tolerance for idiots. They weaken the gene pool.

[MrSS]

Ahaha I love seeing people having short temper to idiots, these photos are for us!

Source: http://themetapicture.com/you-seem-to-be-confused/


Source: http://iwastesomuchtime.com/on/?i=40942

[sitetutor]

People are not being encouraged to read. People are encouraged to click and buy. Blame the marketers

If people actually started reading, they wouldn't purchase half of the products and services that they do.