Drawing on an additional seven years of technical support experience gained since the publication of "The Rules of Tech Support," Eduardo Soliz doles out a second round of sometimes useful, mostly humorous observations and advice for those brave souls who fix computers for a living. Learn why the people you support are 'customers' and not "users," how not to break the magic, why even Apple products aren't user-proof, why you should be careful who you give a chainsaw to, why you shouldn't answer questions too quickly, when to not take "yes" for an answer, and how to be the bad guy!
Most importantly: Learn why everyone working technical support is doomed to a career supporting silly people who do silly things.
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Reviews for "The Rules of Tech Support 2: Click Harder!"
Without reading, I can already see the humor. In the beginning nobody wanted a Mac SE on their desk. Too alien. And then, suddenly, everybody wanted a Mac SE on their desk. "I'm a computer operator!" We would get a call from someone… "My computer is dead. You killed it!" I would send my trusty tech over with our floppy of Disk First Aid, and revive the poor thing. Lost a lot of mice from bad mousepads, muscling mice and "clicking too hard," Why do they pound on the keys as though they are typing with an ancient manual typewriter?
This morning, I got a call (from my own phone number?) from a nice sounding young lady telling me that Microsoft had discontinued my license in several countries and I should answer the phone and get it corrected right away. I'm sure they had techs available who could remotely get into my computer and fix it for me in a jiffy.
From your perspective as someone in customer service, I'm sure you know that many will usually fall for this clever scam. Probably losing their personal information in the process.
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