[…] Ah, end users. We sure do love them. Why, most of us wouldn’t have jobs without them. But that doesn’t mean users don’t drive IT crazy sometimes, or maybe most of the time.
Just as a zookeeper cares for his monkeys one way and his rhinos another (we kid — sort of), so too should IT tailor its responses to fit the individual styles of its end users, support managers say.
One thing’s for certain: Cordial or otherwise, interaction between support staff and end users is only expected to rise. […]
A rogue’s gallery of users (and one angel)
- The Know-It-All
- The Know-Nothing
- Mr. Entitlement
- The Finger-Pointer
- The Twentysomething Whiz Kid
- The Dream User
[…] Dealing with these personalities can be a delicate balancing act, but always remember, these are your co-workers. If you lose your cool or have an otherwise unpleasant encounter with one of your users, you will have to see that person, or at least talk with him, tomorrow and the next day, and the day after that. […]
Or in my case, they are my customers.