You missed a step

It amazes me that some people are so intimidated by computers that they can’t follow instructions, even ones with pictures. Take setting up Outlook for example. On our network, we use Outlook 2003 and Microsoft Exchange server. We give the users a 3 page write up detailing how to setup their email that includes screen shots. It’s 3 pages because of all the screenshots. The write up is only about 6 steps. Yet, I still have to go in and fix 90% of them because they either didn’t type the name of the mail server right or they chose POP3 instead of Microsoft Exchange. It’s not that hard to do, especially with step-by-step instructions. I think it’s just because the user is so worried they will mess something up that it becomes a self-fulfilling prophecy.

Do I point out their mistake? No, because that would make them feel worse and make it so they wouldn’t want to call on me for help. I just go in and fix it with a simple “You must have just missed a step, it’s ok.” answer. Of course, they almost always say “Thank you so much.” but that’s my job. I am here to support them, no matter how small I think the problem is because it’s a big problem to them.

I hate being somewhere, like a computer repair shop, and hearing the techs basically roast a customer because they think the customer is stupid. Even if it’s not to the customers face, it’s within ear shot. Hello people! Wake up, this is your job. If you want to poke a little fun at the customer, do it in the back room where no one else can hear you. I know some people think you shouldn’t poke fun at all but it’s human nature. Have some courtesy and not make the person feel dumber than they already do. Not everyone can be proficient in computers. If they were, I’d be out of a job.

08.Feb.05 General