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Customer told me I was "too technical" and it made me rethink how I talk to people
Had a guy come in yesterday with a basic virus issue. I started explaining how the malware hooks into browser processes and he just stared at me. He said "dude, I just want to click a button and have it work." Hit me different cause I realized half my job is translating nerd speak into normal person talk. Been doing this 8 years and never thought about it like that. Anyone else catch themselves info-dumping and losing the customer?
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jake1914mo ago
Started doing the same thing a few years back. Caught myself rambling about registry edits to a scared grandma. Now I just say "your computer caught a bug and I'll clean it out for you." Simple fix. People don't care about the how they care about the fix. I save the technical details for when they ask or when I need their permission to do something risky. Works way better. Less confusion on both sides.
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