|reply to Aranarth |
Re: Idiot users...
You can only do what you can do. In the tech support industry, hate to say it, but it is a general assumption that the end user is prone to lie or mislead. They want their issue fixed, they don't really care how it happens.
I like the phrase "a lack of preparation on your part does not constitute an emergency of mine". While I would never outright tell an end user that or even elude that I felt that way we have to remember we can only do what we can do. It's not our fault they waited until the last minute. Many times what an end user describes as an emergency really isn't. They just know that a fire is more likely to get immediate attention.
If you offered every feasible reasonable option and the user declined them I wouldn't lose any sleep over it.
I've done tech support for a long, long time and have had some crazy calls, callers, and requests. I could write a book; the bottom line is you do what you can for every caller. You can't make everyone happy.