Too dumb to live? - not in Bangkok September 7, 2005
Posted by Martin in : Business , trackbackI hate calls from telecom clients who complain “I can’t use the service”. This has got to be the vaguest description for a customer support person to ever deal with. It takes minutes trying to wean the information out of people, trying to break down as many assumptions as you possibly can, trying not to patronize people with “is your phone switched on” etc.
Today I spent 20 minutes on the telephone to a person like this.
I sell a ‘callback’ telephone service whereby the user makes a call to a preset phone number, hangs up and is called back.
The problem it seems today was that my client had set his cellphone to ring silently. When he saw the display of the flashing telephone on the cellphone’s screen he was concerned that he might have a cellphone virus.
How a person in his late 30’s who uses a cellphone every day for business can not connect the logic together that;
1) he is expecting a phone call
2) his cellphone is flashing in the same way it would if he had a phone call
3) the display on the phone shows a picture of a cellphone ringing.
to produce any other conclusion than “hmm, maybe I should answer the phone”.
How in the world can somebody be dumb enough to think … hmm, thats strange, a picture of a ringing phone when i’m expecting a call. It must be a virus of some sort.
Sadly, people like this can (and do) thrive in Bangkok.
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