{"id":30557,"date":"2012-10-09T09:32:41","date_gmt":"2012-10-09T15:32:41","guid":{"rendered":"http:\/\/hill-kleerup.org\/blog\/2012\/10\/09\/please-listen-carefully-our-menus-have-recently-changed.html"},"modified":"2012-10-09T09:32:41","modified_gmt":"2012-10-09T15:32:41","slug":"please-listen-carefully-our-menus-have-recently-changed","status":"publish","type":"post","link":"https:\/\/hill-kleerup.org\/blog\/2012\/10\/09\/please-listen-carefully-our-menus-have-recently-changed.html","title":{"rendered":"Please listen carefully. Our menus have recently changed"},"content":{"rendered":"

I've been involved in tech support on both sides of the equation — being the support person on the phone trying to patiently\u00a0extract the key information that will actually explain the problem beyond "It's broken," and being the customer person on the phone with the detailed list of error messages and\u00a0reproducible\u00a0circumstances that trigger the problem\u00a0only to be told, "Let's start by restarting your machine that takes 10 minutes to reboot on a good day."<\/p>\n

I've also engaged in furious discussions with my own IT management about the worthlessness of ticket closure rates and similar metrics.<\/p>\n

Some good discussion of the problems of phone tech support and some ideas of how to resolve it.<\/p>\n

Reshared post from +Ars Technica<\/a><\/strong><\/p>\n

There's some great reader comments in our story about help desk nightmares and improving tech support\u00a0<\/p><\/blockquote>\n

\n

Embedded Link<\/strong><\/p>\n

\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n

\t\t\t\t\t\t\t\t\t\t\t\tWhat "The Chronicles of George" can teach us about technical support<\/a>
\n\t\t\t\t\t\t\t\t\t\t\t\tThere's bad communication and lots of resentment on BOTH sides of the phone line.\n\t\t\t\t\t\t\t\t\t\t\t<\/p>\n

Google+:<\/strong> Reshared 1<\/a> times
Google+:<\/strong> View post on Google+<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

I've been involved in tech support on both sides of the equation — being the support person on the phone trying to patiently\u00a0extract the key information that will actually explain the problem beyond "It's broken," and being the customer person on the phone with the detailed list of error messages and\u00a0reproducible\u00a0circumstances that trigger the problem\u00a0only … Continue reading “Please listen carefully. Our menus have recently changed”<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","_seopress_robots_follow":"","_seopress_robots_imageindex":"","_seopress_robots_snippet":"","_seopress_robots_primary_cat":"","_seopress_robots_breadcrumbs":"","_seopress_robots_freeze_modified_date":"","_seopress_robots_custom_modified_date":"","_seopress_robots_canonical":"","_seopress_social_fb_title":"","_seopress_social_fb_desc":"","_seopress_social_fb_img":"","_seopress_social_fb_img_attachment_id":0,"_seopress_social_fb_img_width":0,"_seopress_social_fb_img_height":0,"_seopress_social_twitter_title":"","_seopress_social_twitter_desc":"","_seopress_social_twitter_img":"","_seopress_social_twitter_img_attachment_id":0,"_seopress_social_twitter_img_width":0,"_seopress_social_twitter_img_height":0,"_seopress_redirections_value":"","_seopress_redirections_enabled":"","_seopress_redirections_enabled_regex":"","_seopress_redirections_logged_status":"","_seopress_redirections_param":"","_seopress_redirections_type":0,"_seopress_analysis_target_kw":"","_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[106],"tags":[],"class_list":["post-30557","post","type-post","status-publish","format-standard","hentry","category-plusposts"],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack-related-posts":[{"id":135901,"url":"https:\/\/hill-kleerup.org\/blog\/2018\/02\/16\/squeaky-wheel-gets-grease.html","url_meta":{"origin":30557,"position":0},"title":"The squeaky wheel gets the grease","author":"***Dave","date":"Fri 16-Feb-18 11:42pm","format":false,"excerpt":"Mom's new phone system is VOIP via Comcast \/ Xfinity. But from the time it was hooked up, despite the fact that she doesn't have Comcast Voice Messaging on her account (answering machine!), her phone line had the stutter dial-tone that modern phones use to detect if there's a telco\u2026","rel":"","context":"In "~PlusPosts"","block_context":{"text":"~PlusPosts","link":"https:\/\/hill-kleerup.org\/blog\/category\/blogging\/plusposts"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/hill-kleerup.org\/blog\/wp\/wp-content\/uploads\/2018\/02\/qualitysurvey5B15D.pngimgmax%3D660.png?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/hill-kleerup.org\/blog\/wp\/wp-content\/uploads\/2018\/02\/qualitysurvey5B15D.pngimgmax%3D660.png?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/hill-kleerup.org\/blog\/wp\/wp-content\/uploads\/2018\/02\/qualitysurvey5B15D.pngimgmax%3D660.png?resize=525%2C300&ssl=1 1.5x"},"classes":[]},{"id":3959,"url":"https:\/\/hill-kleerup.org\/blog\/2003\/03\/06\/tech_support_2.html","url_meta":{"origin":30557,"position":1},"title":"Tech Support","author":"***Dave","date":"Thu 6-Mar-03 8:03am","format":false,"excerpt":"Providing tech support to your parents (in-laws count, too) over the phone is ... a cross to bear. I mean that almost literally: you want to do it, you accept...","rel":"","context":"In "Hi-Tech"","block_context":{"text":"Hi-Tech","link":"https:\/\/hill-kleerup.org\/blog\/category\/hi-tech"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":132671,"url":"https:\/\/hill-kleerup.org\/blog\/2017\/01\/27\/at-the-end-of-a-family-technical-support-phone-call.html","url_meta":{"origin":30557,"position":2},"title":"At the End of a Family Technical Support Phone Call","author":"***Dave","date":"Fri 27-Jan-17 10:58am","format":false,"excerpt":"MOM: Well, you know, now I'm beginning to understand why old people feel that they are a burden.ME: Don't worry, Mom -- I've considered you a burden for many, many years.(Any tech support call that ends in laughter should be considered a success, even if the problem wasn't fixed.) \u00a0\u2026","rel":"","context":"In "~PlusPosts"","block_context":{"text":"~PlusPosts","link":"https:\/\/hill-kleerup.org\/blog\/category\/blogging\/plusposts"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":130120,"url":"https:\/\/hill-kleerup.org\/blog\/2016\/03\/04\/indy-pizza-places-are-losing-the-tech-war.html","url_meta":{"origin":30557,"position":3},"title":"Indy pizza places are losing the tech war","author":"***Dave","date":"Fri 4-Mar-16 8:08pm","format":false,"excerpt":"If you are running a shoestring pizzeria, you probably can't afford a cool, fancy, easy online ordering system. Which kind of sucks, because (a) that's increasingly the only way to survive, and (b) the people who are doing it well are Dominoe's, et al., whose \"pizza\" is pretty sucky.Bottom line\u2026","rel":"","context":"In "~PlusPosts"","block_context":{"text":"~PlusPosts","link":"https:\/\/hill-kleerup.org\/blog\/category\/blogging\/plusposts"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":6900,"url":"https:\/\/hill-kleerup.org\/blog\/2004\/12\/06\/thinking_inside.html","url_meta":{"origin":30557,"position":4},"title":"Thinking inside the box","author":"***Dave","date":"Mon 6-Dec-04 8:13am","format":false,"excerpt":"The best tech idea I've heard in a long time is an old idea: Phone booths. 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There are the obvious noise and attention reasons -- but another big irritation seems to be only...","rel":"","context":"In "Hi-Tech"","block_context":{"text":"Hi-Tech","link":"https:\/\/hill-kleerup.org\/blog\/category\/hi-tech"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"_links":{"self":[{"href":"https:\/\/hill-kleerup.org\/blog\/wp-json\/wp\/v2\/posts\/30557","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/hill-kleerup.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/hill-kleerup.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/hill-kleerup.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/hill-kleerup.org\/blog\/wp-json\/wp\/v2\/comments?post=30557"}],"version-history":[{"count":0,"href":"https:\/\/hill-kleerup.org\/blog\/wp-json\/wp\/v2\/posts\/30557\/revisions"}],"wp:attachment":[{"href":"https:\/\/hill-kleerup.org\/blog\/wp-json\/wp\/v2\/media?parent=30557"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/hill-kleerup.org\/blog\/wp-json\/wp\/v2\/categories?post=30557"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/hill-kleerup.org\/blog\/wp-json\/wp\/v2\/tags?post=30557"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}