Day 29 of "2013 Ultimate Blog Challenge" : When I Worked At DELL
Those of you who have been following my blog for some years now must be aware of my 2-year stint in DELL technical support. I learnt a lot of things at that job, most important of which were patience and improvisation.
I was in their voice support division, and we used to get calls from all kinds of people. Some were techie, but most weren't. In fact, I have personally taken a call where the customer used his CD drive as a coffee tray, spilled some coffee in it, and then called up support asking for advice!
Now, the kind of warranty we dealt with required that customers troubleshoot with us on phone, and if any parts needed replacement, then a technician would go out to their place with the parts. But they HAD to do the troubleshooting on phone first, in order to identify if any parts needed to be replaced or not. This step could not be avoided even if we had a 60-year old female on the line!
I once got such an old lady on one of my calls, who, unfortunately, had to open her PC in order to do the "mandatory troubleshooting". She didn't have anyone to help her with it. On top of everything, she didn't even have a screwdriver to open up the CPU cabinet!
These are situations when my natural calm and confidence take over. I automatically switch to a problem-solving mode. I start thinking out-of-the-box... improvising. I asked her if she had anything else that could be used to unscrew the cover from the cabinet... anything... even a nail filer.
I don't know if she eventually used a nail filer, but my suggestion got her thinking, and she managed to open up the chassis somehow. By then, she was in an adventurous frame of mind herself. As long as I went slow and kept my instructions clear, she was able to do exactly what I asked her to. And she was over 60 years old!
That's when I learned that with patience and a little creative thinking, you can demystify modern technology for anyone.
And that lesson is coming in quite handy now... after all these years.
I have a student on my hands currently, who has absolutely no experience with computers. Not only that, she's majorly scared... rather overwhelmed... by the whole thing. As a result, she couldn't even dare to learn how to turn it on! But she needed to have some basic computer skills for job purposes. So I had to design a customized course for her. And let me tell you, if it wasn't for my experience at DELL, I would have never been able to figure out how to make computers seem less scary to her!
She's currently practising using the mouse, by the way. I found this cool website for her - http://minimouse.us - that has simple mouse games. I currently have her on the flying pigs one. It's really cute. Do check it out sometime. It's kinda like that old flash game we used to play a decade ago... was called "Eggs" or something. Do you remember it?
This is my 29th post for 2013 Ultimate Blog Challenge.
Link to the previous post: "Just Dragging Along"
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