DocAndersen
There were a series of TV commercials with an easy button. You hit the easy button and it, the easy button solves everything. I cannot tell you how sad that commercial made me. First that it presents the fact that you can press a single button and it fixes everything is a really bad concept to present. I don’t care how good your customer service is; there are no easy buttons. That said there are some types of people that call a helpdesk. The first are those that don’t know what is going on. They are struggling with something that the helpdesk was truly designed to fix. The helpdesk tech can quickly fix the problem. Not using an easy button, just a knowledge base of how to fix the issue.
As a former helpdesk person, I can tell you, you connect with and feel bad for the people in that first category. They are truly not doing anything other than trying to use your product. They are struggling with that product, and you feel bad. They are also willing to try the options you give them, and for the most part, they work with you. Those are the people you want to help. Then there is a group, comprised of people like me, that call in. Those are the people that the helpdesk dreads. First off, because in many cases we, the people like me calling, have tried every single tip and trick to solve the problem. We are the people the helpdesk dreads when they pick up that phone.
Look, helpdesks are not easy. There is no easy button. It is hard to fix problems for people you can’t see or walk to their desk. It is really hard to work blindly to solve problems. I know, as a former helpdesk person that at best it is a high-stress job. At worst you see reviews and discussions of your failings, and you feel worse. There is no easy button. Problems seldom go away. The reality of the helpdesk is you have to be willing to take risks, and you have to be willing to fail. There truly is no easy button. I hate that TV commercial and will not mention the store that used that, nor will I shop at that store ever again. Anyone that thinks there is an easy button is in for a huge disappointment. Next time you call a helpdesk, tell the person thank you for trying even if they can’t solve your problem.
Be nice to someone today!
People today are averse to adversity. They just want to pop a pill or hit the easy button or just let the problem fix itself. How are any of those ‘solutions’ going to help us grow or learn?
Sir Edmund Hillary was once asked why did you climb Mt. Everest. He answered they told me I would never make it to the top.
He was made of sterner stuff. Most folks today wouldn’t even think to try…
I agree with your disagreement over the easy button, but like most ads in general, all hook up our wishes and as “the number one” sell the promise
agreed. Sometimes you have to be careful what you sell. A false sense of potential salvation gives little hope in the end!
Oh well.
Unfortunately, most ads from sellers are never deterrent.
This is also very true Albert, a great point!
I used to be a computer programmer and handled the tech support for my software. I posted this story about my experiences about 9 months ago.
https://virily.com/technology/tales-tech-support-desk/
I will check it out, thanks for sharing Gary!!!!
I worked for a healthcare corporate office as A/R support for 50 bookkeepers in facilities. I actually enjoyed it as I was able to shadow their work so I could see exactly what the problem was. I know this is a different scenario than most help desks.
HD is HD, glad you experienced the reality! 😉
This is a great reminder. No one ever calls the help desk when everything is good!
crap, crap, crap. That should have been the title of my article: No one ever calls the helpdesk when things are working!
You made helpdesk more understandable now. People usually think that some issues can be solved one two three, but it is not that easy is it?
It is never that easy! I wish it were, I hate the easy button!