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Pretty funny that someone would write a book about this. Sort of like writing a book called “Why dirt doesn’t taste good.”
I think the tech support people I’ve worked with, really want to do a good job. But in many cases they’re forced by company policies to follow a script. One. step. at. a. time. Even if you’ve already exhausted all possibilities in their script.
On the other hand, tech support is a nearly impossible challenge when faced with the wide range of hardware, software, user skill level, and Windows. Not sure if other environments are better….