Having interactions with hundreds of technical support help desks, I have come to the conclusion that they all have a root problem. A problem which causes frustration for the end users and often times results in no problem solution and no help.
That root problem is that the help desk starts with the overarching assumption that the user is wrong or has done something wrong; and everything on providers end is perfect.
Think about your own interactions and consider how different it would have proceeded if it was approached in an unbiased fashion focused only on first, understanding the problem, and second in finding a solution no matter where it lies. It is possible, but seldom exhibited.
You would never guess what a frog thinks about. Please enjoy what is written here.
