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I work tech support, so it's obvious I have my fair share of stupid or just plain ignorant customers. To clarify, ignorant is not looking both ways when crossing the street because you were never taught to, whereas stupid is juggling a cell phone call while eating or whatever and not looking both ways because you're an oblivious, stupid ****ing idiot.
In any case, I had a real winner. An ignorant customer. Here's the issue, which, if you work in the computer industry in any way shape or form, should make your skin crawl:
Customer wants to transfer her address book from her Windows 98 computer, Outlook Express program, to her iMac.
Now, before I even discuss the contents of the call, know that this was the first call of my day and it was a cold tranfer from inbound sales. So I'm in just a CHIPPER mood when this comes my way. Next, there were a lot of moments I should've been able to forgive the customer for because, well, she didn't sound like she ever really used the computer for anything but e-mails. Still, it begs the question...if she used it for ANYTHING, would she really have needed to ask some of these questions?
These are not in chronological order. They're simply little snippets that I remember that will eventually cause an aneurism if I dwell on them. Get your headache medicine ready.
Upon trying to get her to copy a file...
Me: "Alright, now what you want to do is right click the file, then hit copy."
Cust: "Err...uh...okay, I right clicked and it's saying cascade windows-"
Me: "...Huh? Okay, did you right click the file or something else?"
Cust: "...Oh. Oh! No, I was right clicking the mouse."
Upon finally getting her to copy the file...
Cust: "Well, wait a minute...if I just hit copy, shouldn't my system be doing something?"
Me: "...Uh...well, not really. It's just temporarily loading that information into memory, so it's not really taxing the system."
...Yeah. You get the idea. Worse still, she couldn't get online. So how was she trying to transfer the data? Oh, CD WRITER. Complete with a proprietary program I wasn't willing to mess around with and she couldn't figure out either. It took me almost an hour and I finally wrote her off to Apple because I wasn't about to touch that after I confirmed the CD was definitely working in her iMac. Ugh.
In any case, I had a real winner. An ignorant customer. Here's the issue, which, if you work in the computer industry in any way shape or form, should make your skin crawl:
Customer wants to transfer her address book from her Windows 98 computer, Outlook Express program, to her iMac.
Now, before I even discuss the contents of the call, know that this was the first call of my day and it was a cold tranfer from inbound sales. So I'm in just a CHIPPER mood when this comes my way. Next, there were a lot of moments I should've been able to forgive the customer for because, well, she didn't sound like she ever really used the computer for anything but e-mails. Still, it begs the question...if she used it for ANYTHING, would she really have needed to ask some of these questions?
These are not in chronological order. They're simply little snippets that I remember that will eventually cause an aneurism if I dwell on them. Get your headache medicine ready.
Upon trying to get her to copy a file...
Me: "Alright, now what you want to do is right click the file, then hit copy."
Cust: "Err...uh...okay, I right clicked and it's saying cascade windows-"
Me: "...Huh? Okay, did you right click the file or something else?"
Cust: "...Oh. Oh! No, I was right clicking the mouse."
Upon finally getting her to copy the file...
Cust: "Well, wait a minute...if I just hit copy, shouldn't my system be doing something?"
Me: "...Uh...well, not really. It's just temporarily loading that information into memory, so it's not really taxing the system."
...Yeah. You get the idea. Worse still, she couldn't get online. So how was she trying to transfer the data? Oh, CD WRITER. Complete with a proprietary program I wasn't willing to mess around with and she couldn't figure out either. It took me almost an hour and I finally wrote her off to Apple because I wasn't about to touch that after I confirmed the CD was definitely working in her iMac. Ugh.
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