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COPYRIGHT 2006 Ziff Davis Media Inc.
Sometimes, from the view of the help desk, the end of civilization seems near. Very near, indeed.
This is one explanation for interactions such as the following:
"My computer is running real slow. The process 'System Idle Process' takes like 90-100 percent of the CPU! And I can't shut it off! I've tried everything!"
"Hi, I just scanned my computer and there were 75 instances of spyware found. Should I delete them?"
"But are you sure the Internet is safe to use?"
IT workers toil all day, all over the world, to help bridge the formidable gap between human beings and technology in business. So why doesn't everyone just get along? Is it that clients continually do "dumb" things or is it the way we geeks approach them?
According to experts, the problems in communication are complex on both sides of the screen. The culprits include "TechnoStress," the dysfunctional psychology of IT; the sometimes lackluster communication skill sets of technical staff; the generation gap; and the unrealistic expectations of service by clients.
"Technical people don't always focus on their listening skills," said Donna Knapp, author of "A Guide to Customer Service Skills for the Help Desk Professional," who...
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