A friend and I were talking at work about how we need to have one model for support for tools and stuff. That got me thinking about how generic support has become. Back “in the day” we used to do a lot more pure troubleshooting – using your general knowledge and instincts to resolve problems. In recent years in the industry there is a push to make support a commodity…making the experience the same for everyone trumped good old fashioned “stand back and let me work my fucking magic.” Scripts with procedural steps that drive you insane are turning good techs into guys and gals that read scripts.
Don’t feed me that bull about, “this makes for a consistent experience.” This is actually about moving support to low-cost locations. It also sucks from a customer satisfaction perspective. Have you ever called for support on something like your internet connectivity at home? All of us reboot the modem before we call, we know that’s a step. But when you get Comcast (in some exotic land) on the call, they tell you to do it. “I already did – move to the next step.” “I am sorry sir – I am required to make you do it.” Sidebar: I lie to them, tell them that I am rebo0ting – just because I can and hate the idiocy of the process.
So, I started thinking about the most generic support model every tech support can use. This is draft and aimed at making you smile – especially my friends in support. Enjoy the image above!