Checked out that I got a very low score last week. Why? The only main reason is because I asked customer to RTFM (Read The Freaking Manual). I went back to the examiner and asked him why I was penalized over that issue? I thought that the top management drone still wanted to encourage the customer to go through the self-help process. Guess what, in the examination guideline, there is actually a clause for them to give us a score for introducing our support website to the customer.

That's my arguement with the examiner is about. If we're so determined to get the customer read over the internet for the support, we should have asked him to start off with something simple. Like reading the manual. Somehow I get the idea that this examiner is marking by-the-book and not a flexible person at all.

Then again, for if I'm a optimist, I'd be saying: "If every one of our customer starts reading the manual, we'd be out of our job pretty soon." Being a pessimist as I am, I rather say: "Customers are always a stupid breed of people who should have been shot dead rather than us embracing the religion: CUSTOMER-IS-ALWAYS-RIGHT"