One day I noticed that a technical staff was taking unusual extra days and emails to resolve a problem. I sent him the following little reminder to insinuate my dissatisfaction.
Customer: How to solve problem A?
FingerTec: Problem A has A(1) and A(2), which one do you mean?
(One day has gone.)
Customer: Sorry, it is supposed to be A(2).
FingerTec: Okay. But A(2) has three options, A(2a), A(2b) and A(2c), which one do you refer to?
(Another day has passed.)
Customer (impatient): My problem is A(2b). Please hurry up, it's urgent!
FingerTec: Okay, it’s simple. You just need to turn the reader off and to restart it all over again. Have a nice day! :-)
Just like FingerTec slogan, one finger solves it all, the challenge for our technical supports should be one email solve it all! A good support should have an analytical mind to see a problem inside out, and to provide full solutions in a single email.
by Teh Hon Seng, CEO, FingerTec HQ