Suckerfish on the Side of Your Whale

If you're talking to a tech support agent and that agent tells you she's going to try and look up some information to help with your problem, there are some things you can do that'll be counterproductive. The best thing to do is probably to sit tight and wait till the tech finds whatever she's looking for. An example of a bad thing to do would be reading everything on your screen. Odds are that if the tech needed to know about what's on your screen she'd ask you, and that if she asked you to wait while she looks something up, you aren't going to speed things up by asking questions.

And continuing with our ongoing series, sometimes users don't have the terminology down when they're trying to describe a problem. Take this gem:

Caller: "I use YourCompany, right? And I'm also with Microsoft as my head. Now if I have spam through you, is that good enough?"

... what?

Labels: communication