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Periodic PSA for IT folk: Don't berate the users you support for not knowing something. Do not make them feel lesser for making mistakes.

Did you know/realize that their experience with you supporting them can also colour their personal experience with computers?

Take the time to explain what's gone wrong and *if* the problem turns out to be user, brush it off as an "easy mistake" for anyone to make and continue to explain how to do the thing the right way.

As an aside:

I like to thank users for their patience whenever I encounter a ticket that takes particularly long to solve, regardless of what the reason for delay was (back and forth between teams, high load of tickets, waiting on a vendor, etc). It shows that you take their problems seriously and that you appreciate having the opportunity to resolve their issue without being pestered.

This applies even to those who actually pester you too. Be the example, show them care. It can be paid fwd

@brandon Nice to see someone else get it! I feel like my job is "Tech PR" as much as tech support.

It bugs me when coworkers complain about certain "problem users" because most of the time it's self-fulfilling. If you go in with a bad attitude it's just going to make things worse for you end the end.

I've never had the kinds of problems they talk about, hmmmm 🤔 🤔

@AstralPegasus98 I can certainly sympathize with that! I've had my fair share of sit-downs with fellow co-workers to be like "hey, is that user really the problem here?"

While I understand where the feelings come from, I feel like they're better placed on improving documentation, communication, and collaboration rather than just talking behind people's back.

@brandon Agreed! I get a lot of feedback as an amazing IT guy, for my “PR” angle as was stated, ability to use metaphors to explain what’s happening and general customer service.

To me, it’s just how I work in the field, but I get this awesome feedback because of fellow IT folks that either have zero patience, don’t attempt to understand the user perspective, or purposely go over technical to sound smart.

@brandon

Aka: Recently observed an experienced local home tech. The self-admitting limited literacy senior asking if they have newest Windows, and tech starts explain build numbers like they have 1909, but might not be eligible for 2004 or 20H2. The eyes just glazed over...

@TechZerker Omg like, I barely take the time to explain something like this to the security folks even (not necessarily build numbers, but other techie stuff). It's just useless information. The only thing that should be explained is how to not cause the same issue

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