骑马与砍杀真实之镜:电器客服更愿意接听男性电话

电器客服更愿意接听男性电话

电器

技术

客服

热线

调查

杂谈

 Men and women have different approaches to dealing with technology problems, according to a gadget helpline.

据产品技术服务热线的调查显示，男人和女人会用不同的思维方式去解决技术使用方面的问题。

The service found that 64% of its male callers and 24% of its female callers had not read the instruction manual before ringing up.

该服务热线发现，64%的男性和24%的女性咨询者在打电话前没有阅读产品使用手册。

12% of male and 7% of female customers simply needed to plug in or turn on their appliance.

The company, Gadget Helpline, surveyed 75,000 calls received between 25 September and 23 October 2009.

这家产品技术服务热线公司对今年9月25日到10月23日提供的7万5千份电话咨询服务进行了统计。

The helpline has 120,000 subscribers in the UK, most of whom are over the age of 35. The average age of helpline staff is 21.

该服务热线在英国有12万位注册用户，其中大部分用户的年龄在35岁以上，而热线服务人员的平均年龄则为21岁。

Women spent 32% longer on the phone to their helpers than men--but 66% of the helpline staff preferred speaking to them, the survey found.

调查显示，女人电话咨询的时间要比男人长32%，有66%的热线服务人员表示更愿意为男性顾客服务。

"There is evidence of a gender divide in technology, although a lot of it comes down to interpretation," Joanna Bawa, chartered psychologist, told the BBC.

心理学家乔安娜·巴娃在接受BBC采访时表示，有证据表明男人和女人在处理技术问题时存在差异，尽管很多时候这些差异归结于对技术的理解存在不同。

In general terms men treat technology as something to be understood and conquered while women are more motivated by appliances that benefit them.

男人倾向于对技术的理解和应用，而女人则更注重如何从该产品中受益。

The helpline's busiest times are Monday mornings and Boxing day, said founder and chief executive Crispin Thomas.

据这条帮助热线的创建者和负责人克里斯宾·托马斯说，他们最繁忙的时候是周一早上和圣诞节的次日。

Getting gadgets to communicate with each other was the subject of a large number of requests for help. Newly released products also seem to cause teething problems--many of Mr Thomas' customers had difficulty setting up their Blu-Ray players in 2008 when they first became mass market.

新产品的使用往往会接到大量的求助电话。一些新推出的产品同样会经历发布初始的困难时期。比如2008年蓝光播放器首次大量投放市场的时候，向托马斯求助的许多顾客都不知道该如何安装。

He does not believe that appliances are becoming more complicated, but thinks that they are expected to do a lot more.

托马斯并没有觉得设计变得更复杂，只是电器越来越完善的功能让用户们感到困难。

"Generally speaking, in a production run, 5% of appliances will contain a manufacturing fault," he added. "But 15%--20% get taken back to the shop for return."

托马斯补充道，一般来讲，电器生产过程中只有5%的产品出厂时有质量问题，但现实中却有15%到20%的顾客会到商店要求退货。