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I'm not sure whether I should count this as a brain burp against myself or the caller. I'm inclined to say both, but most against the caller.
For anyone reading this who does not know I work at a call center for a prepaid cellular provider.
3 times today I have been troubleshooting an issue with a customer phone, and 3 times today my instructions along the line have been "Push the end key so you can clear the screen." Some of you may already see where this is going. Now granted, I usually ask people whether they are on their phone before starting troubleshooting. But for these 3 calls I just assumed. For these 3 calls the instructions literally went along the lines of:
Me: What do you see on the screen?
Caller: (insert response here that is not the home screen, but in no way sounds like they are on their phone)
Me: Ok, I need you to be on the home screen with the time and date, so push the end key.
Caller: End Key?
Me: Yes, its usually red, its the same key you use to hang up a phone call.
----- Now at this point a reasonable person would give me the very vital piece of information that doing this would hang up their phone call, thus hanging up on me. Of course this wouldn't be a brain burp post if thats how this all played out.
So in part I blame myself for not asking, but I blame the caller for being an idiot and not telling me this.
EDIT: Ok today is beginning to remind me of one of my old post about SC's and themes for a day.
This one takes the cake.
Caller: Yeah, I'm not really sure how to us my phone, can you help me out with it?
Me: Ok, as in you don't know how to make a phone call, or set up your phone book?
Caller: I don't know how to do anything with it.
Me: Ok, well what do you see on the screen right now?
Caller: It's blank.
Me: Ok, first thing you need to do then is hold down the end button to turn it on. That should be a red colored button usually on the right side.
Caller: Ok, I see, it one second..... click....
Yes the caller was calling from their cell phone, but apparently did not know how to do anything with it....
For anyone reading this who does not know I work at a call center for a prepaid cellular provider.
3 times today I have been troubleshooting an issue with a customer phone, and 3 times today my instructions along the line have been "Push the end key so you can clear the screen." Some of you may already see where this is going. Now granted, I usually ask people whether they are on their phone before starting troubleshooting. But for these 3 calls I just assumed. For these 3 calls the instructions literally went along the lines of:
Me: What do you see on the screen?
Caller: (insert response here that is not the home screen, but in no way sounds like they are on their phone)
Me: Ok, I need you to be on the home screen with the time and date, so push the end key.
Caller: End Key?
Me: Yes, its usually red, its the same key you use to hang up a phone call.
----- Now at this point a reasonable person would give me the very vital piece of information that doing this would hang up their phone call, thus hanging up on me. Of course this wouldn't be a brain burp post if thats how this all played out.
So in part I blame myself for not asking, but I blame the caller for being an idiot and not telling me this.
EDIT: Ok today is beginning to remind me of one of my old post about SC's and themes for a day.
This one takes the cake.
Caller: Yeah, I'm not really sure how to us my phone, can you help me out with it?
Me: Ok, as in you don't know how to make a phone call, or set up your phone book?
Caller: I don't know how to do anything with it.
Me: Ok, well what do you see on the screen right now?
Caller: It's blank.
Me: Ok, first thing you need to do then is hold down the end button to turn it on. That should be a red colored button usually on the right side.
Caller: Ok, I see, it one second..... click....
Yes the caller was calling from their cell phone, but apparently did not know how to do anything with it....
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