Heart surgeons refuse difficult operations to avoid poor mortality ratings

Re:Heart surgeons refuse difficult operations to avoid poor ... by jpatokal on Saturday April 21, 2018 @05:36PM (#16893573)

One support team I used to work with prioritized "first touch resolution" for email cases as well, so the agents would answer every case with a 16-page DYI flowchart listing every single possible problem and its resolution. KPIs are hard...

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Re:Heart surgeons refuse difficult operations to avoid poor ... by swiley on Saturday April 21, 2018 @10:14PM (#16894379)

Maybe I’m weird but that’s exactly the kind of response I would want.

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Re:Heart surgeons refuse difficult operations to avoid poor ... by fphhotchips on Sunday April 22, 2018 @12:43AM (#16894747)

No, that's documentation, and it should come with the product or, in the modern era, be available online.

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Re:Heart surgeons refuse difficult operations to avoid poor ... by tonyedgecombe on Sunday April 22, 2018 @02:15AM (#16894943)

My experience is most customers can't read past the first line of a response. The idea that they can get through a 16-page flowchart seems unlikely to me. And I do sell to a mostly technical audience.

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Re:Heart surgeons refuse difficult operations to avoid poor ... by daurnimator on Saturday April 21, 2018 @11:40PM (#16894594)

That sounds great!

I'm reminded of https://xkcd.com/810/

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Re:Heart surgeons refuse difficult operations to avoid poor ... by emodendroket on Sunday April 22, 2018 @12:51PM (#16897020)

Getting sent the manual doesn't sound that great to me.

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Re:Heart surgeons refuse difficult operations to avoid poor ... by scottlamb on Monday April 23, 2018 @08:19PM (#16908725)

It sounds pretty good to me if it inspires them to write a manual that answers the questions support gets. Most products come with a "manual" that's useless for troubleshooting.

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