Whenever technical or computer support professionals get together (and they get together a lot of times), guess what topic is on top of their list? Yes, you guessed it, the lying user-customer. And when you bring together all their horror stories about users and customers who lie to their teeth, it sounds like something out of “Tales from the Tech Support Rep.”

Many user-customers don’t realize that the minute they start lying to their tech support representative, that rep knows you’re lying. It’s simple logic actually, the same logic that happens when people lie to their doctor, lie to their teacher/guidance counselor, or lie to a judge; you, a non-professional, are lying to a professional who has gone to school, taken all the exams, experienced everything that needs to be experienced, and has gotten the license to show for it.

Users lie. It’s often baffling to the tech support professional. No matter how courteous and friendly the tech support rep is, the user still says they didn’t do anything to the keyboard; it just stopped functioning. When the tech support guy inspects the keyboard to check the wires, half a cup of coffee spills out. What is beyond baffling actually defies all explanation. Again, these liars don’t realize how easy it is to set themselves up. When a tech support rep logs into a user’s machine, he discovers that something obviously has been done – a program or profile deleted – that can be done only by an end user. Of course, when confronted with this fact, the user will vehemently deny – and lie – about doing anything to cause the problem.

When you approach a specialist for help with a problem, they need to know that bare facts of the situation before they can make an accurate diagnosis and recommendation. Lying certainly doesn’t help – in fact, it just makes things harder to get to the bottom of the issue and fix the problem.

Just for a moment, try exchanging places with the tech support rep. Now, you ask them whether they’ve done X. They sweat they haven’t. Then, upon investigating, you find clear evidence that they did do X, but they still vehemently deny it. Or, you ask them to try solution Y. They claim they tried it, but it didn’t work. Then you discover that they never actually did Y. Get the picture now? No user or customer would ever want to be treated this way, but in reality, this is how some users treat their tech support rep. And sometimes when users talk to tech support professionals about computer issues, they tend to exaggerate (which is just another form of lying) about things.

So to all users out there:

  • Beyond the baffling psychology of it all, the next time you call a professional tech support rep, just tell the whole truth and nothing but the truth. Tech support professionals aren’t there to judge your personality; they’re there to fix your computer. Period.
  • Exaggerating the severity of the problem will not compel the tech support rep to treat your issue with more urgency. All issues are concerns of urgency, big or small.

 



This entry was posted by Staff Writer on Wednesday, July 13, 2016 at 6:21:57 AM and is filed under Mixellaneous.

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