Because there is always a 100 percent chance of earthquake everyday, according to the United States Geological Survey (USGS), you can say that there will be an earthquake tomorrow and it could happen. If you have read my comment in the previous post in this site, that I dreamed of torrents of water drowning my relatives, would you say that I "saw" the tsunami in Japan before it really happened? Not really. The truth is, we can expect an earthquake to happen any day like we can expect a red car to pass the street any time. Japan knows this. Though Japan is now facing enormous devastation brought by the 8.9-magnitude earthquake, it could have fared worse if not for the country's disaster preparedness which has saved the lives of thousands of its people.
That was when I woke up. I heard myself calling out for my mother, crying but there were no tears. It took like ten minutes or so for me to convince myself it was just a nightmare.
The day after I published this post I had another bad dream. I saw our neighbor's house reduced to debris by torrents of water which apparently came from a huge broken water pipe. I saw the lifeless bodies of my four- and six-year-old nieces on the ground and some other relatives. When I woke up at 8:00 am, I wrote about the dream as a comment for this post. Imagine how shocked I was when I heard about the tsunami in Japan on the same day.
What does a mother of two like me have to do with routers, modems, computers and networks (of course, aside from the obvious--I am using all of 'em right now)? For almost five years, at 10 to 12 hours every day for 5 days per week, I talked or chatted with clients and also watched/monitored other agents doing the same. I have probably done this long enough to say that I have always fantasized telling the customer: "Damn, you're not right all the time!" and not be afraid to say it. The worst that can happen to me now is having my former supervisor write on my Facebook wall: "Crap. It's a shame you worked here but you have nothing to show for it."
Customers are right to expect quality support but it doesn't mean they don't need to do anything at all to get it. At the very least, a customer should be prepared to help the technician do his job right. How? Let's look at the basic things you, as a customer, should be ready to do if you want technical support to work for you.