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An IT Question: HelpDesk Comments About Their Customers Mon 09 Jul 07

Help_cobber99_3 Rather than just me spouting off all the time I thought that from time to time I'd try to get your input and start some discussion by asking you a question about a how you'd handle a hypothetical situation.  So for our first question:

You overhear one of your corporate HelpDesk technicians working with a user over the phone.  Based on the conversation it is obvious that the user is extremely computer illiterate.  At times you can sense the technician's frustration but they do act politely and professionally at all times and ultimately solve the user's problem.  After the call has ended the technician sits back, sighs and exclaims loudly to the group, "What an idiot!  People like that should never be allowed near a computer.  If they're given a tool why won't they ever read the manual or take some classes."  A few others in the group chuckle in agreement or make comments in support. 

Is this just some harmless "venting" or is it a sign of problem?  If you see a problem what should be done?

"Help" photo by Cobber99

Got a question you'd like me to post for future discussion?  Email it to me using the "Email Mike" link in the left hand column.

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This work is licensed under a Creative Commons Attribution-Noncommercial-Share Alike 2.5 License.