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?
Read about how Georgia System Operation Corporation improved teamwork, communication, and efficiency using Doc-To-Help | http://bit.ly/1lRPd2l
You are currently subscribed to TECHWR-L as archive -at- web -dot- techwr-l -dot- com -dot-
To unsubscribe send a blank email to
techwr-l-leave -at- lists -dot- techwr-l -dot- com
Send administrative questions to admin -at- techwr-l -dot- com -dot- Visit
http://www.techwhirl.com/email-discussion-groups/ for more resources and info.
Looking for articles on Technical Communications? Head over to our online magazine at http://techwhirl.com
Looking for the archived Techwr-l email discussions? Search our public email archives @ http://techwr-l.com/archives
- Re: FW: Getting users to RTFM, Gene Kim-Eng
Previous by Author:
Re: User forums: suggestions, experiences, guidelines, pitfalls, liabilities, etc.?
Next by Author: Re: FW: Getting users to RTFM
Previous by Thread: Re: FW: Getting users to RTFM
Next by Thread: Re: FW: Getting users to RTFM
Visit TechWhirl's Other Sites