Re: Making them read the documentation

[edunn -at- transport -dot- bombardier -dot- com]

Perhaps the answer lies in charging for tech support. Not charging for every
call, but charging all time spend on answers that can be found in the manuals.
If the answer is not in the manuals, not easily found, or poorly documented
don't charge.
Have a lot of leeway with customers a frequently waive the fee (being vocal
about waving the fee after politely pointing out the location in the manual will
buy you a lot of customer satisfaction). But for installers and internal
questions, have tech support charge for every minute spent on a call without
exception for anything that can be reasonably figured out by using the
documentation. After the installation department's budget starts getting eaten
up by tech support instead of the tech support budget suffering you can be
guaranteed that managers of the other employees will be pushing for them to use
their own initiative first.

Eric L. Dunn



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