How are your users and visitors?

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In my day job I am in a customer service role. I deal with all of the computer problems, printers, and faxes that are at my work. The users can be really dumb at times. I think this can also be said for our users which are the visitors. If it weren’t for the users and visitors where would we be? Sometimes they can be nice and sometimes they can be really mean.

This post was started because I got a email from a user saying I didn’t download any ebooks. When someone signs up to my Aweber Email Newsletter I will send them a confirmation email and then after they confirm their subscription I will send them a thank you email with links to download my two ebooks. I will wait 4 days to send them another email asking how the two ebooks were and do they have any suggestions for me. The visitor writes I did not download any ebooks. Guess this person didn’t read my emails. This person also unsubscribed to my Email Newsletter. I don’t think the user would really like the ebooks that I wrote anyways. This user commented on Jon and Ktt plus 8 post and the ebooks are about internet and technology related so it is OK.

What can you do about your users and visitors

If they have any questions you can teach them. You can answer your users questions in lamen terms and not techy lingo. You should learn how to convey things in lamen terms. When do you stop teaching a user or visitor? What I mean by that is if they go to you multiple times about the same question. If they have the same question over and over again I would make up some sort of guide with pictures for the user. The users love pictures. You need to be really good at writing guides for the end users or they will still be lost. With our visitors we can’t remote into their computer to show them what we mean. You always need to do be nice to your users. Don’t ever get upset with them on the phone or in person. When you are off the phone and in your office you can say what you mean to your self.

Here are some questions for you. What do you think about your users? Do you feel they are dumb sometimes? Do you have any stories of some really crazy questions that your user asked you?

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June 4, 2009 | Filed Under General