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When did you have a great interaction with technical support, and what did the technician do to make the experience better? In-person encounters preferred, but call-ins also welcomed. [more inside]
posted by d. z. wang on Dec 25, 2009 - 23 answers

You're talking to some people about computers when you realize that somehow, they know even less than you do. How do you figure out what they need to hear? How do you phrase it clearly, simply and accurately, but not condescendingly? How do you know when you're screwing that up, and how do you recover? And conversely, when people talk to you about computers, how do you figure out what they mean even when they are using a different set of jargon from what you've learned, or incorrect jargon, or plain don't themselves know what they mean? [more inside]
posted by d. z. wang on Nov 27, 2009 - 14 answers