Re: FW: Getting users to RTFM

Subject: Re: FW: Getting users to RTFM
From: "Peter Neilson" <neilson -at- windstream -dot- net>
To: techwr-l -at- lists -dot- techwr-l -dot- com
Date: Tue, 16 Sep 2014 21:37:54 -0400

On Tue, 16 Sep 2014 20:45:52 -0400, Gene Kim-Eng <techwr -at- genek -dot- com> wrote:

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 |


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FW: Getting users to RTFM: From: David Tinsley
Re: FW: Getting users to RTFM: From: Gene Kim-Eng

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