Friday, 25 June 2010

Sometimes it needs a real person

My browser of choice when I'm on my home PC is definitely Firefox.

I was using it to make a screencast a couple of weeks back and managed to lose not only the navigation bar but also the menu bar (the bit that says File, Edit, View, etc) which made life much harder.

All of a sudden navigation was well-nigh impossible and I was having to bite the bullet and use IE as my browser.

Then this afternoon I got fed up and pinged out a tweet asking if anyone knew how to fix the problem and bring back my menu bar.

Within seconds I got a reply from a friend with the answer - press Alt + F and the menu bar will temporarily reappear so that you can choose View, Menu Bar to turn it back on permanently.


Firstly, thanks Patrick.

But there's also a lesson to learn here for customer service.

No matter how good your knowledge base, manual, website or other support documentation is, there are times when you do just want to ask a "real person", a "quick question".

This is why a phone or live chat support helpline is so valuable. Even if the answer to your question is in the support documentation, sometimes you just don't have time to wade through and find it.

And this is also why push-button helplines are a pain. Struggling through all those menus trying to work out which option you need... Oh for "press 1 to speak to a real person".

Or, even better would be, "Press 1 to speak to a real, intelligent person".

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