Re: FW: Getting users to RTFM
Charge for tech support.
Here's an idea I though I'd sent earlier, but that only went to one person.
I seem to agree with Gene:
At the risk of losing sales or perhaps an entire customer base, Customer Support and TW people occasionally propose the following suggestion:
Customer support: May I help you?
Customer: Damned thing doesn't work.
CS: Have you read page three of the manual?
C: Of course.
CS: And what did you find there?
C: Hold on a minute...
CS: [twiddles thumbs while C finds still-shrink-wrapped manual]
C: Yeah. Here it is. Uh, 'Customer support calls that can be answered by reading the manual or the training material are billed at $300.'
CS: Will that be Visa, Master Card, or American Express?
I wonder if any company actually does that?
Or is it more effective to have an overseas CS person read the manual aloud in far-off-landian-accent English over the phone?
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- Re: FW: Getting users to RTFM, Gene Kim-Eng
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