"The more I find out, the less I know."
This is my personal blog. My professional blog is The Customer Service Survey
I've written a book called Gourmet Customer Service. You can buy it on Amazon. (in)Frequently Asked Questions AIM Screen Name: DFNfrozenNorth
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Last Updated: Jan 24, 2007 04:25 PM
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Wed - January 24, 2007 at 04:25 PM inPrototypical ConversationShe Who Puts Up With Me works in Quality
Assurance at a software company. She used to run technical support, and still
holds on to a few tech support duties.
My company, on the other hand, does a fair amount
of work in usability testing--particularly in automated customer service
systems.
About every six months or so, we have a conversation exactly like this: SHE: You wouldn't believe this crazy customer we've got. He's upset because our software does [some reasonable but mildly counterintuitive behavior]! ME: Maybe he's got a point. Wouldn't it make more sense for the software to do [a more intuitive but harder to implement behavior]. SHE: But would it really kill this guy to do [two or three step process to accomplish something which could be a single step]? ME: Probably not, but you can't expect everybody to be a power user. SHE: They should at least be smarter than a brick. How come you never give me any support on these things? ME: Just put "User must be smarter than a brick" on the System Requirements. Then you can tell the customer that he doesn't meet the minimum system requirements. Posted at 04:25 PM | Permalink | | | |
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