Friday, November 14, 2008

"Quick Question"

Anyone who's ever done technical support or customer service for longer than the 2-week training class has heard those words uttered. Those who have survived said vocation for more than a few months have heard them all too often, from both customers and co-workers. Stuck around long enough to be considered and 'old timer' (ya know.. a year or two) and those words send a shudder of fear through your standard issue Plantronics headset. It usually goes something like this:

"Support Monkey dot com, this is Bingo, how can I help you?"
"Uh Hi. Quick Question for you."
*click* *blam*
"Uh.. hello? You still there, I just had a quick question."
(new voice on the line) "I'm sorry to report your previous support monkey dot com agent has gone.. on break.. how can I help you with your 'quick question'
"Well.. I just wanted to know why every time I go to zombiesluts dot com my screen fills with pop ups making my question my gender preference and then my computer reboots. That should be easy to fix right?"
*click* *(dial-tone)*
The fact of the matter is that in no QQ Scenario is the answer either quick or easy. Any user with the ignorance to start any support/customer service interaction with these words obviously has no idea how deep in shit they are, or how to get out of it. But they've toiled over the problem long enough to contrive a concise, simple phrasing of their shit-bomb question.

Even worse is the co worker who pulls this one out.
"Hey Bingo."
"Morning Chuckles,how was poker night?"
"Quick Question for you: I was trying to create a Shopping Cart from scratch on my website, zombiesluts dot com, but none of the prices in the database are matching up with the right credit card transactions from my transaction server-"
*click click* *bang*
(coughing and sputtering, Chuckles gives one last look, eyes sad and a little confused before darkness takes over)
"Shoulda stuck to poker Chuckles."
As a support proffessional, you should know better than to declare the QQ Scenario. And you deserve everything you get (including a fiery demise) should you ever utter that phrase within earshot of your cohorts. Anyone who is in 'the business' who causally throws that down is obviously a danger to themselves and others.

What you're really saying when you say Quick Question is "I want a quick answer". Wny else would you say that? Those two words used to start any interrogative discourse is a simple statement of how long it will take to ask the question in question. Anyone who does that intentionally is just plain dumb. Imagine doing that for everything.
"Short greeting: Hey Bingo."
"Grudgingly Polite response: Morning Chuckles, how was poker last night."
Yeah nogunnahappen.
So what you're unknowingly doing is using a euphemism you've heard before to help try to create the desired outcome, disguising the true nature of your inquiry.
Having the forethought to contemplate what your question actually is, realize how complicated the answer might be, and use the opportunity to set the expectation of the recipient accordingly is obviously too much to ask for. By falling onto the cliche that requires much less self-awareness or introspective vocabulary analysis, you're just confirming that you don't think about what you're saying.
"Quick Question"
Fuck You.

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