When you have to go to an online helpdesk or support site for assistance it is assumed that there is something that you do not know how to do or are confused about. That is why they are there to hopefully be able to assist you. We have all at one time or another no doubt needed direction. However the question is, then why would you ignore what they tell you in answer to your query, or worse argue with them as if you know better?
It is very enjoyable to help people and it can give one a serious good feeling of gratification when they express their appreciation to any degree from a plain ‘thank you’ all the way to a ‘you rock’. Obviously it is the other group that is the trouble for a customer service person. Maybe it is stubbornness or pride that someone, while they can force themselves to ask, really can’t accept someone else’s opinion, or maybe they just need to argue with someone especially if the agent is a woman and they are not.
Whatever it is I really wish they would try to see things from someone else’s vantage point and if nothing else try to be a little kinder. It sure would be ok to disagree somewhat if it was phrased differently (as another question like why or how?) and I am sure some would still enjoy explaining to more of a degree if it would help the customer understand.
Otherwise it sure does feel like being disrespected when this happens and of course because of the fallacy that ‘the customer is always right’ you have to at least finagle a way to say something ‘with all due respect’ you are mistaken, etc. But there are days when you just want to be done and you have tried everything you know to explain and they just can’t understand. So you really just want to say ok you must know more than I do so let’s just agree to disagree.
Many times these people may be elderly or have issues with the language and it is a good idea before you give up on it to be sure it is not a situation like that and not one of disrespect or games. It sure would be great if we had some sort of way to read minds and intentions!
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