Back in the mid-'90s, I worked at a support center for a line of home PCs. It was my first tech job, and perhaps the most valuable things I learned were to trust myself and to really listen to the client.
In a help desk environment, you are typically graded (at least in part) on your average call time, and this support center was no exception. There was a lot of emphasis on finding a quick solution and moving on to the next caller.
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When I first started, I Iooked in awe at the mentors and learned all I could from them. As time went on, though, I learned that the mentors were mainly out for their own interests. The mentors varied in attitude as much as they did in age.
For instance, many of the older ones looked down their noses and scrutinized every word on the call monitors -- they seemed to be trying to show their superiority and maybe looking for a way to get promoted. Many of the younger ones would joke around and make fun of those who didn't do so well -- they seemed to be mainly interested in having fun and looking for a paycheck. I discovered that it was helpful to listen to the mentors' advice, but to trust my own instincts more and more.
One day I received a call from a lady who immediately assumed she needed to speak to second level. She said she had already called in many times before and had all sorts of things replaced.