For experience, I spent some time in Customer Support and I found that customer problems follow some well defined patterns.
When a customer discovers a problem, they can get upset especially if it is a feature/function that is important to them. When reporting the problem, the frustration can result in intemperate language. It is unfortunate that this behaviour is now considered normal and that many people believe it is necessary to get attention. I found the best way is to ignore the language and concentrate on the problem. If a user reports a problem then to the user the problem is real - often it is a bug but sometimes it is something else such as incorrect use or a setup problem. In either case the issue should be resolved either by fixing the bug or educating the user because it is likely the issue will appear again. Exchanging remarks never solved problems. If it was my bug then I don't need reminding by somebody else that I messed up. -- bpa ------------------------------------------------------------------------ bpa's Profile: http://forums.slimdevices.com/member.php?userid=1806 View this thread: http://forums.slimdevices.com/showthread.php?t=36793 _______________________________________________ discuss mailing list [email protected] http://lists.slimdevices.com/lists/listinfo/discuss
