Why does nobody talk about the tech support lessons from babysitting your nephew?

I was watching my nephew last weekend, and he kept asking why his tablet was slow. Instead of just fixing it, I showed him how to clear the cache and close apps. He got it right away and started explaining it to his mom. It hit me that in my job, I often think clients won't get basic stuff. But if a kid can learn it, most adults can too. Now, I use simple comparisons, like saying RAM is like a desk top for your computer. It makes training easier and people less frustrated. I even made a home guide for common problems, which cuts down on extra help calls.

3 comments

3 Comments

king.andrew1mo ago

Ever tried that with a difficult client?

logan_gonzalez1mo ago

I've found that doesn't really work when the client is already ON EDGE. You gotta adjust your tactic based on their mood.

drew_park1mo ago

Hold up, you're telling a client they lost the account while they're already in a bad mood? I saw a guy try that once. He told a calm client about a small budget cut and it was fine. Then he told a panicking client their main project was canceled. It did not go fine. The second one yelled for twenty minutes.