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| Time: 01:13 EST/06:13 GMT | News Source: Windows Vista Blog | Posted By: Kenneth van Surksum | ||
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Jim Allchin writes: Anyone who has called a customer support number recently has most likely heard the recorded message "To help us improve our quality of service this call may be recorded or monitored." When you call Microsoft Customer Support, one of the reasons that you hear such a message is that we have this really cool system that lets folks in the product group listen to support calls. This lets us hear first-hand the issues that users are having with our products. While I love this system, I am often humbled by what I hear. Of all of the calls that I monitor, the one that I find most frustrating (remember, I am in listen-only mode) is the call where the customer's PC just won’t boot. While I know I might be able to fix the PC if I had direct access to it, I know how hard it is for the user to follow a complex set of directions from even the most talented support engineer as they try to diagnose and correct the problem together. I also know that it's even more frustrating for the customer. | ||
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