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I guess I just don't fundamentally understand the mindset of someone who would work in a job that was intentionally rude to customers. Would you be that way in a face to face discussion? I can understand a bunch of bean counting MBAs deciding it was more profitable since they already sold their souls, but this is at the worker level.
As usual, every situation is different. There are customers that I "fired." One of them started out completely computer illiterate - to the point of not knowing how to use a mouse. She required regular support for things covered in the manual, but the killer was that along the way she hired a local computer guru, who promptly went exactly against some of the operating system requirements for my program, effectively crippling it.
I have had other customers that had no problems at all with my program, but were constantly calling for support for their Windows networking. While my software has support costs built in, those calls were an expense to me and kept me from doing other work. I had to resort to a high cost-per-call support fee for any problem outside of my software. "Rude" goes both ways.
One pro-tip: If you have a problem, use your cell phone to get a screen shot for reference. Forward it to tech support if they want to see it. Keep it for future reference.
I read an article just recently where the author said most of us are uptight now not because things changed but because things changed too fast. A few blessed with the special talents to grasp the idea took it and ran with it. Good so far. But the many without that special talent were not able to grasp so fast and did not get a chance to go through a normal learning period. The few are trying to move on with the many stumbling along behind. I guess it's a natural tendency to want to lose the stragglers. But the world doesn't work that way. The stragglers have a lot of faith in the successful. If they had not, they'd gladly get lost and move on leaving the successful wondering what happened to their admirers.
I sort of think of it as like teaching my fourth graders how to do long division. The fact that I know how does not mean I should eat the fourth graders alive because the majority of them do not "get it". What I should be thinking is "what am I not explaining right?" Today's children are learning computers from pre-school but we need to remember that their parents or grandparents may not have had that opportunity. Most did not.
When did use of the internet first become very wide-spread? I don't think it was too long ago, was it?
With that spiel I'll stop but let me leave with a hint. I learned this quite accidentally with students and I've never forgotten it. When we start teaching or helping, we need to be sure the learner knows the vocabulary we are using. There is a mound of new vocabulary in the computer age that I still do not know. Example: When I bought my first computer, someone asked "what operating system are you using?" Hun? "Operating system". I knew what I was using. I just didn't know it was called "operating system". We did not have computers when I went to school. I may not know what a .pdf is.
My apologies if I went overboard. I am just saying what someone else said above. there are indeed two sides to the story. Both sides needs to be patient with the other side's frustration. "Patience, little fourth graders. One day the light will suddenly come on and you'll wonder why you thought it impossible."
I sort of think of it as like teaching my fourth graders how to do long division. The fact that I know how does not mean I should eat the fourth graders alive because the majority of them do not "get it". What I should be thinking is "what am I not explaining right?" Today's children are learning computers from pre-school but we need to remember that their parents or grandparents may not have had that opportunity. Most did not.
Do the fourth-graders curse at you and tell you they're paying your salary when you're trying to teach them?
Does your school superintendent tell you you're spending too much time on certain fourth-graders and tell you you only have 15 minutes to make them understand, otherwise, move on to the next fourth-grader?
Ummmm no, I disagree. All jobs are not equal and neither are their challenges.
I did not say all jobs are equal nor that their challenges are equal. I said all jobs get frustrating at times. No matter how much you like your chosen profession, there are times when you just want to cash in the chips and take a forty year vacation. "This too shall pass." Who said that?
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