Video: Understanding what support techs say and what they really mean

In last week’s IT Dojo video, we took a lighthearted look at several phrases end users often use during support calls and the hidden meanings these  phrases often have. As turn-about is fair play, it’s time to look at the difference between what IT pros often say and what they mean.

Even though we try our best to communicate honestly and clearly with our users, we have to admit that we sometimes fall back on a few handy excuses or stalling tactics. In this video, I’ll illustrate with a few examples. You decide if any of them sound all-too-familiar.

For those of you who prefer text to video, you can click the Transcript link that appears below the video player window or you can also read Jeff Dray’s download “10+ things support techs say (and what they really mean),” on which this video is based.

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