Technical Support Rule #1
Thursday, July 27th, 2006Never begin your sentence with "uh", "uhm", "er", or anything similar.
Example:
User: I just ran a Spybot scan a few days ago so it's up to date.
Support: Uh, no, not necessarily. Scanning doesn't update the definitions. Unless you're saying you got reminded to update them before scanning.
What this conveys is that you consider what you're about to say to be common knowledge, and while that may be the case, it also conveys the message that the person you are correcting is a complete and total moron for suggesting something to contrary. It would be much more respectful and just plain good manners and grammar to simply say: "Not necessarily..."
This isn't necessarily a technical support rule, but a rule you should follow when dealing with anyone, actually. Friends, family, eBay buyers, people who are asking for computer help. It really helps the mood of the conversation when you don't constantly give subtle hints that who you're talking to is an idiot. Unless you're trying to make them feel stupid... then by all means, continue!
This coming from someone who was studying to be computer technical support and is currently an eBay customer support representative.