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It's a line I wish I could say, but can't for professional reasons. I was stuck on a call for forty-five minutes last night, twenty minutes after I was supposed to get off work, head to the store for a few items, then head home. This woman simply could not understand anything about the new computer she just bought. All she needed from me was help on a DUN set up. I took ten minutes to discover she had Windows XP (being VISTA for some reason did not come with this "new" computer), then another thirty-five minutes to do the set up.
With this call, I discovered there are some things you should and should not say to anyone who knows nothing about computers. After I told this lady to "double click" something, she from then on out double clicked everything, including the NEXT button on the new connection wizard. It caused her to skip screens and so forth, and when she got to the end, she clicked FINISH several times without completing the connection, causing further headaches by having multiple DUN connections.
We had to delete all of these connections, start over again, read back her information to her (which she would not write down first), then started over several times after. She could not understand FINISH and CANCEL are not the same things. When she got to the end of the set up, she kept clicking CANCEL, which was never a word I uttered.
Something that was also terrible was this woman had to read each and every word to me on every window that came up, instead of closing out any window that was not necessary to her set up. At one point, I told her to "close all the open windows on your desk top", she replied with "My desk doesn't have any windows on it." Ugh!
And, the grand finale was after we set up the DUN connection, she couldn't just hang up. She had to test the connection first! Luckily, it worked, but she then had additional questions about her anti-virus window, her anti-spam window, etc. I had to tell her we don't service the PC and she needs to read the instruction manual for answers to those questions.
It was an awful call, and it really drained me. I finally was able to go home, but it upset the errands I had to do on the way home. Now, I don't grumble too much about work on my own time, but this call stayed with me for a little bit, at least until I got home to the family!
It makes me want to ask a customer "Why do you own a computer when you don't know what you're doing?" A friend of mine told me they think that not only do sales people at places like Best Buy know a sucker when they see one, but the SC themselves don't want to admit to the sales person they don't know anything about a computer. They just go buy one and take it that the sales person was honest with them.
With this call, I discovered there are some things you should and should not say to anyone who knows nothing about computers. After I told this lady to "double click" something, she from then on out double clicked everything, including the NEXT button on the new connection wizard. It caused her to skip screens and so forth, and when she got to the end, she clicked FINISH several times without completing the connection, causing further headaches by having multiple DUN connections.
We had to delete all of these connections, start over again, read back her information to her (which she would not write down first), then started over several times after. She could not understand FINISH and CANCEL are not the same things. When she got to the end of the set up, she kept clicking CANCEL, which was never a word I uttered.
Something that was also terrible was this woman had to read each and every word to me on every window that came up, instead of closing out any window that was not necessary to her set up. At one point, I told her to "close all the open windows on your desk top", she replied with "My desk doesn't have any windows on it." Ugh!
And, the grand finale was after we set up the DUN connection, she couldn't just hang up. She had to test the connection first! Luckily, it worked, but she then had additional questions about her anti-virus window, her anti-spam window, etc. I had to tell her we don't service the PC and she needs to read the instruction manual for answers to those questions.
It was an awful call, and it really drained me. I finally was able to go home, but it upset the errands I had to do on the way home. Now, I don't grumble too much about work on my own time, but this call stayed with me for a little bit, at least until I got home to the family!
It makes me want to ask a customer "Why do you own a computer when you don't know what you're doing?" A friend of mine told me they think that not only do sales people at places like Best Buy know a sucker when they see one, but the SC themselves don't want to admit to the sales person they don't know anything about a computer. They just go buy one and take it that the sales person was honest with them.
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