One of the wishes of a tech support agent like me is for customers to have a certificate saying they are capable of surfing the Internet. A certificate that can be obtained by passing a series of online tests and navigations.
I wish that there is an organization that certifies customers and issues an Internet Diploma (with a serial number) before customers can call tech support. It would serve as a prerequisite prior to contacting tech support, the same was a driving license is obtain first before driving a vehicle.
It probably would make the life of tech support agents better and easier. You have no idea how often do we encounter customers who doesn't know how to jump from website to another or how to go outside of Google. A lot of customers don't know the difference between a search bar and the URL (address) bar.
Well, it's just a wish anyway. In a Perfect World, it would be ideal if customers know what to do when the tech support agent tell them to "please go to logmein123.com". It would definitely lessen the Average Handling Time if the technical support agent would no longer educate customer on what the address bar is, on how to delete what's there, and type in the website and pressing Enter. Anyway, it's just a wish.
We're still here for customers, regardless whether they have an Internet Diploma or now. We're here to help customers, from novices to experts. You can always count on us to be patient and understanding. That's what technical support agents do.
I wish that there is an organization that certifies customers and issues an Internet Diploma (with a serial number) before customers can call tech support. It would serve as a prerequisite prior to contacting tech support, the same was a driving license is obtain first before driving a vehicle.
It probably would make the life of tech support agents better and easier. You have no idea how often do we encounter customers who doesn't know how to jump from website to another or how to go outside of Google. A lot of customers don't know the difference between a search bar and the URL (address) bar.
Well, it's just a wish anyway. In a Perfect World, it would be ideal if customers know what to do when the tech support agent tell them to "please go to logmein123.com". It would definitely lessen the Average Handling Time if the technical support agent would no longer educate customer on what the address bar is, on how to delete what's there, and type in the website and pressing Enter. Anyway, it's just a wish.
We're still here for customers, regardless whether they have an Internet Diploma or now. We're here to help customers, from novices to experts. You can always count on us to be patient and understanding. That's what technical support agents do.
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