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Home > Archive > General Discussion > January 2003 > Why do IT/Technical peaople act like a$#%$^%^
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Why do IT/Technical peaople act like a$#%$^%^
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| MaulerJ 2003-01-17, 12:05 am |
| Seriously, my wife told me the other day, that her friends were talking about the "computer guy or girl" at their office, and how they are so rude, That they actaully make the customers feel like they are bothering them, and sometimes they don't even want to open tickets or whatever the case is because the "technician" make them feel dumb. I laugh, because I know I have now become more of an #$@#$ in the last few years................. My reasons or what I tried to get across to her
1. Technies deal mostly with hardware/software that does what we tell it to
2. What we or you see as commmon sense isn't something the customer thinks about.
3. The market has gone to crap, and our fileds require that we do more with less, which would make anyone pretty annoyed,
Tell me what you think | |
| thecomeons 2003-01-17, 2:32 am |
| maybe it's coz we are #$@#$s | |
| onoski 2003-01-17, 3:17 am |
| And your point is? | |
| enforcer 2003-01-17, 3:50 am |
| because we can  | |
| Mr. Linux Guy 2003-01-17, 6:45 am |
| Ego. | |
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| Supertech 2003-01-17, 7:47 am |
| The computer industry has brought new meaning to the expression "Users are Losers".
Unfortunately, they are our "customers" and we are in a support position. I find that I can do my job more effectively if I build a rapport of mutual respect. You will still get the occasional 1d017 who continually makes the same stupid requests, but by and large I've got my users under control. | |
| Tennman 2003-01-17, 8:19 am |
| quote:
Originally posted by Supertech
The computer industry has brought new meaning to the expression "Users are Losers".
Unfortunately, they are our "customers" and we are in a support position. I find that I can do my job more effectively if I build a rapport of mutual respect. You will still get the occasional 1d017 who continually makes the same stupid requests, but by and large I've got my users under control.
I get a lot of customers that think they know more than you do.So I just grin and bear it and smile a lot. | |
| Webmaster 2003-01-17, 8:59 am |
| They act this way because it's stressful to deal with morons all day. | |
| Forsaken 2003-01-17, 9:09 am |
| Yeah, but if it wasnt for morons, half of us would be out of jobs! | |
| theshewolf 2003-01-17, 9:57 am |
| Any tech who's got a serious attitude should sit on a telephone helpdesk for a while. It's a humbling experience and a frustrating one ('cause you're paid SQUAT), but you can NOT let your frustrations ever enter your voice.
Makes dealing with people face-to-face without the attitude a piece of cake.
Actually, as a blonde female, I get a lot of the attitude directed at me. It amuses me, since I know more than most of the a&&holes who think I'm an airhead. | |
| Ling663 2003-01-17, 1:58 pm |
| We are in a field that is a service-oriented industry, IMHO equivalent to food service. Why does the waitress get so annoyed when you ask for more bread, then wait til she gets back to the table and ask for more butter?? Same reason we get "annoyed" when so-called dopey users call us to say their computer is broken. Getting our bread & butter is her JOB! why would she be annoyed with us for that?? Why then, if it is our job, do we get annoyed when someone's printer is jammed? I think it's a combination of not being especially happy in a support position, and for some folks, ego, thinking IT people are smarter than everyone else. I believe there are some IT people (i've dealt with some) who do believe this.
I have always believed that the IT or IS dpt (once known as the data processing department) is here to service the needs of every user, give them the tools (hardware and/or software and/or training) to do their jobs better and more efficiently.
Don't get me wrong, I too have found myself more than annoyed when a user has asked me to do something, or a printer has gone down yet again, but that's because i'm not all that happy in my current situation (and attempting to change that now). Of course i still think users are stupid now & then,like anyone else in this field, but i'm only human! the users all think we're pompous egotistical spies who are only concerned with making them look stupid. We're not ALL like that!
JMHO
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| jojogun 2003-01-29, 6:09 am |
| when training as a techie, i was told not to engage in "tech sparring mode" there is noting as bad as finding an old lady or young lad who knows more than you do , i think the best place to start is mutual repect. | |
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| DemiGod 2003-01-29, 10:36 am |
| In my experience end users usually freak.
Why? Well they don't understand what's gone wrong with their machine, file, program, whatever it is that's supposed to work that's not. And you KNOW their job is extremely important and they need their stuff NOW!!!
On the tech side we tend to blow things off because for the most part errors and problems are easy to fix, so no big deal!!
A few clicks of the mouse, an updated driver, etc. and bingo bammo the machines back up!!
I think what happens is the end user is intimidated because we(techs) don't seem overly concerned about the situation. And we come off as being arrogant or stuck up - which isn't always the case.
I know I've had to work on my people skills to better relate to our customers. What I try to do now is explain to the user what happened and why and then I try to explain to them what I did to fix it.
This works pretty well unless you get an A$$h)&^ that has no clue about whats going on or they think they're some kind of IT GOD because they installed their AOL disk at home!!
Well that's my thought | |
| Ling663 2003-01-29, 11:05 am |
| funny this thread suddenly became active again!
I too used to pride myself on my people skills, which were honestly better than any of my tech skills could be, which i always thought would be of great value in this field of puter nerds and nerdettes (which I'm not ). But alas, familiarity breeds contempt, and after working with basically the same users for nearly 14yrs, albeit thru many tech changes and growing pains, these folks know when i'm upset, mad, annoyed, or whatever, and sometimes because of them. I am fully aware that I'm being a jerk to them, just some days it's pretty hard to suck it up and smile ! It's a lot easier to wear your heart on your sleeve with folks who you see more than your friends and family! Well, that's my excuse anyway...
I know I could never get away with all of it out there in the real world outside this little place! And I guess that's what's important!
I too try to explain what the user has done wrong, I type lengthy instructions that don't just tell them to Hit 1 Hit 3, enter enter stop. I want them to be able to get out of a simple jam if I'm not here, which isn't often. Unfort most of them could care less, but that's just human nature too, same as it is to get annoyed when my wonderful documentation is stuffed in a drawer never to be seen again! | |
| Mr. Linux Guy 2003-01-29, 11:08 am |
| BTW, don't underestimate how important people skills actually are. They really can make a difference. This coming from someone who has very little, so I can attest to their value. :/ | |
| ANDRONDA 2003-01-29, 11:25 am |
| quote:
Originally posted by MaulerJ
Seriously, my wife told me the other day, that her friends were talking about the "computer guy or girl" at their office, and how they are so rude, That they actaully make the customers feel like they are bothering them, and sometimes they don't even want to open tickets or whatever the case is because the "technician" make them feel dumb.
Tell me what you think
I think many take it for granted that what is second nature to them is not for someone else and therefore it gets frustrating to explain the “obvious” over and over.
It is not just IT but in many fields where this happens. I do not think any so-called “solution” to people being rude should be specific to IT. It is simple courtesy that should be applicable to all people. You should be kind to others- period. | |
| darthw 2003-01-29, 4:23 pm |
| I think many of my users already feel intimidated before I come on the scene, because they usually open our conversations with "I don't know much about computers...." etc. etc.. However, I am quick to remind them that if I sat down and tried to do their jobs I wouldn't even know where to begin. So, they aren't (all) idiots, just know something else.
Granted sometimes I think, "Computers are going to be around awhile;it's time to start learning how to use them." But in this economy I'd rather my users be ignorant, so my position is secure.
However, the longer I am in IT, the shorter my kindness travels. I get so tired of the "BIG EMERGENCIES" that continually interrupt my day. I think some users think I sit in my office and twiddle my thumbs awaiting his, or her, phone call, not realizing that I have cables to run, printers to order, servers to upgrade.......
I do sympathize with the helpdesk technicians though. That phone support must stink. Particularly if you are supporting home PCs. | |
| xonkers 2003-01-30, 12:30 am |
| Just take a look at the deluded assheads in this forum!
Dont look for any deep psychology on this one - These people become skilled with something and get perverse satisfaction over knowing something others dont.
They love..LOve to have 'morons' ask for help because they feel even MOre superior.
Listen up you who are so 'tired' of dealing with 'morons' - Most of you are the most pathetic useless dumbasses in any other aspect of life. If I ask you 'smart' people how to defend youself in a fistfight - or how to pull my brake calipers - or what clay to use in sculpting - or which country you loved visiting - or how to satisy your partner ....
....Half of you dont know what the F Im talking about!!
Can you properly wax my floor webmaster? You cant? Your a MORON haha. ITs so easy you must be Stupid!
More than any of that - Can geeks treat people with respect? Can you understand where people come from and recall where you started?
Probably not if you are 'lording' computer knowledge (of all the tiny things) over people.
Reminds me of the Tech who thought the lady in accounting was such a 'Moron' for not knowing how to use email. When asked if he could do accounting and book-keeping he replied No. Moron! | |
| jojogun 2003-01-30, 5:11 am |
| xonkers, i aggee this best place to strat is to remaber how you feltwhen you could not even "save as", and i know we have all done that! | |
| Crutch 2003-01-30, 12:10 pm |
| quote:
Originally posted by darthw
I think many of my users already feel intimidated before I come on the scene, because they usually open our conversations with "I don't know much about computers...." etc. etc.. However, I am quick to remind them that if I sat down and tried to do their jobs I wouldn't even know where to begin. So, they aren't (all) idiots, just know something else.
Granted sometimes I think, "Computers are going to be around awhile;it's time to start learning how to use them." But in this economy I'd rather my users be ignorant, so my position is secure.
However, the longer I am in IT, the shorter my kindness travels. I get so tired of the "BIG EMERGENCIES" that continually interrupt my day. I think some users think I sit in my office and twiddle my thumbs awaiting his, or her, phone call, not realizing that I have cables to run, printers to order, servers to upgrade.......
I do sympathize with the helpdesk technicians though. That phone support must stink. Particularly if you are supporting home PCs.
We all have our bad days. Sometimes, our bad days get worse when that one call comes in; we could go ballistic.
You have to remember, this field is still relatively new. It wasn't that long ago when most organizations hardly had more than a couple of PCs. Most of the large corp's had terminals, or such.
Since around 1993, the PC has exploded onto the scene. Today, with all the marketing and software, business owners need a computer to succeed.
So, you have users that are forced to use a computer in their jobs. Alot of what I've seen over the past few years is people's inability to grasp the computer. Sure, they know "Quicken" inside and out, but they don't know their way around a computer.
If you can, you should set up "knowledge champions" throughout your organization. Every dept has the guy/gal that is the so-called computer-whiz.
Since 1999, I have organized "Champion" user groups at each place I worked. You setup an appointment to train these "Champions" on the basic needs of their dept. This empowers the users to be proactive in their approach to support. This has worked in all the organizations I've worked at. Whether it was a large manufacturing company, a small accounting firm, or at a govt contractors' site.
Hey! It has allowed me and my techs to concentrate on providing my users the best support available. | |
| hlang 2003-01-30, 12:55 pm |
| quote:
Originally posted by xonkers
- or how to satisy your partner ....
Many years ago I had a girlfriend, who called me a bad lover. Then I told her: "How can you judge on that after only 1˝ minute" | |
| VIPER1284 2003-01-31, 9:43 am |
| quote:
Originally posted by Forsaken
Yeah, but if it wasnt for morons, half of us would be out of jobs!
Morons keep out jobs secure. | |
| MartyMcFly 2003-01-31, 9:51 am |
| quote:
Originally posted by Ling663
funny this thread suddenly became active again!
I too used to pride myself on my people skills, which were honestly better than any of my tech skills could be, which i always thought would be of great value in this field of puter nerds and nerdettes (which I'm not ). But alas, familiarity breeds contempt, and after working with basically the same users for nearly 14yrs, albeit thru many tech changes and growing pains, these folks know when i'm upset, mad, annoyed, or whatever, and sometimes because of them. I am fully aware that I'm being a jerk to them, just some days it's pretty hard to suck it up and smile ! It's a lot easier to wear your heart on your sleeve with folks who you see more than your friends and family! Well, that's my excuse anyway...
I know I could never get away with all of it out there in the real world outside this little place! And I guess that's what's important!
I too try to explain what the user has done wrong, I type lengthy instructions that don't just tell them to Hit 1 Hit 3, enter enter stop. I want them to be able to get out of a simple jam if I'm not here, which isn't often. Unfort most of them could care less, but that's just human nature too, same as it is to get annoyed when my wonderful documentation is stuffed in a drawer never to be seen again!
I like this idea of getting friendly with your users and building up a relationship, that's what I try and do. it makes it easier to call them a twat (with a smile on your face) when they screw up and be able to get away with it. | |
| Ling663 2003-01-31, 10:17 am |
|  yikes is that the point i made? sure sounds like it when u put it into your words!
well never said it was a good thing, was admitting it's a bad "practice".
and i love the post preceding about "judgement" after only 1-1/2 minutes! that was perfect! When I'd only been in the field for 6 months, I too would look at the programmers with disdain as they would sigh and roll their eyes whenever a user would do something requiring their help. I just couldn't figure out why they'd get so annoyed, after all DP was there FOR the users, not for any other reason. I was not yet jaded I guess. My boss then told me, I give you a year doing this, and you too will react the same way when the same user calls you almost daily for the same problem. I disagreed with him, saying that would never happen! I recall saying, we are here for them, that's our function > we are a cost center, not a profit center, and all we are here to do is whatever the users and execs want us to do! And we're only talking about maybe 15 users, not a 10K person customer base!
It was not a whole year before I completely agreed with him, and he was of course saying he told me so.
So, if you're looking to get into the support arena, do make sure u like the aspect of being "here for the users", no matter what the reason. Sometimes they just need handholding of some sort. And trust me, they don't care WHY they can't do something, or how something works, they just need to be able to do it, and get their jobs done. Most if not all do not care how many other people need a piece of you at the same time, or how many other problems you are facing right now. They just want you to help them, and right now.
just 2 more of my cents... | |
| everetjo 2003-01-31, 2:02 pm |
| when users are rude to me or they make a sly remark that i would lay a stranger out for, i tell myself that this person doesn't know how to talk to people, i explain what might have gone wrong [after i fix it]
in small companies where you might be one of two techs, i've found it helpful to schedule help desk time and work time, that way people will [generally] call a help line instead of your extension.
people skills are what separate a good technician from a computer geek, and i bet the good technician gets promoted first. | |
| Mr. Linux Guy 2003-01-31, 2:09 pm |
| quote:
Originally posted by everetjo
people skills are what separate a good technician from a computer geek, and i bet the good technician gets promoted first.
That's a very good point . . . | |
| Ling663 2003-01-31, 2:29 pm |
| Absolutely true!
I agree 100%!
I am in an unusual sit here, so I can't compare how it is here to the "real world", or at least I don't really consider this place, that I've been in for basically my entire "career" (using the term quite loosely unfortunately), the "real world". I am the IT dpt for the whole place... there's no one else to call but me.
I do agree that without the "soft" or people skills, all the tech skills and every cert available will get u nowhere. There's a tiny portion of A+ that goes into customer service, but I don't think it's enough. Every tech or anyone who deals directly with the internal users, outside customers, or vendors, should also have to have a little training in the "service" side of things, maybe some user-sensitivity-training?! (No, this isn't a joke.) And yes, I am including myself in this too.
Sure, we all have bad days, when there is just not enough of our butts to go around, everyone wants a piece at the same time, but is that enough of an excuse to think the users are stupid? Nope. Many of us in the field do it, but it doesn't make it ok. I guess that's the point some of us are trying to make now?
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