Going LIVE

Had my final test last Friday, got my result on Monday. Hahaha.. I got 69.5%, barely passed. Another guy passed the test as well. The other two had to resit the test. Poor chaps. My team leader had assigned me to a senior for "buddy" sessions, where I'll be listening to the calls he get and observe.

Had been buddying for the past.. well, so far.

My observations:

There are differences between users from different regions, AP, AM (Americas) and EMEA (Europe, Middle East, Africa). AP users are more dependent, less questions, don't mind getting muted for more than 30 minutes and a lot more fussier. Americans are somehow opposite of AP. They are more independent. They would researched first by Google'ing, it can't work then they call us. During the process of troubleshooting, they would like to be told of what was going on and prefer conversation instead of muting or holding them. Their compliments come as fast as complaints. EMEA people are mixture of AP and AM. Nice people though (excluding some AP users). ><