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.
