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You gotta love working in technical support. After working in phone service for so long, it's a nice break. However, you do get those customers who frustrate you to no end thanks to the fact that many do not listen to you, plus they like to jump ahead of what you are doing.
In my department, we only offer dial up. DSL is not available yet. When a customer calls to add internet service, we can do so in a few short minutes. The long, drawn out part of the phone call is getting the customer to set up their dial up connection on their computer. The one I had this week topped it all, I think. When we set up the dial up, we need to know what the customer's computer operating system is, ie Windows XP, Windows 98, etc. Usually, if the customer does not know, right clicking on the "my computer" ICON will tell you, or if you don't have the ICON, you can find it on your START menu. This lady, each time I kept telling her, she kept clicking the MY DOCUMENTS ICON on her desktop. It took ten long agonizing minutes to find the correct ICON, then another five for her to know how to right click MY COMPUTER. She kept left clicking it over and over again. Finally, fifteen minutes since the call began, she discovered she had Windows XP. Hallelujah!
But, it didn't end there. Next came setting up her dial up connection. On the control panel, she kept right clicking everything when I advised her to left click. We spent probably half an hour getting her to set up her connection, and it got to the point where she (finally) gave up, telling me she would have her husband call us to set it up, since he knew more about computers than she did (you think?).
I always thought common sense was something every customer had, and most know what right and left are. But this woman was something else. It was one of the longest calls in my career, must have lasted close to an hour, which to me was time I could have spent helping the more bright customers. Oh, well.
In my department, we only offer dial up. DSL is not available yet. When a customer calls to add internet service, we can do so in a few short minutes. The long, drawn out part of the phone call is getting the customer to set up their dial up connection on their computer. The one I had this week topped it all, I think. When we set up the dial up, we need to know what the customer's computer operating system is, ie Windows XP, Windows 98, etc. Usually, if the customer does not know, right clicking on the "my computer" ICON will tell you, or if you don't have the ICON, you can find it on your START menu. This lady, each time I kept telling her, she kept clicking the MY DOCUMENTS ICON on her desktop. It took ten long agonizing minutes to find the correct ICON, then another five for her to know how to right click MY COMPUTER. She kept left clicking it over and over again. Finally, fifteen minutes since the call began, she discovered she had Windows XP. Hallelujah!
But, it didn't end there. Next came setting up her dial up connection. On the control panel, she kept right clicking everything when I advised her to left click. We spent probably half an hour getting her to set up her connection, and it got to the point where she (finally) gave up, telling me she would have her husband call us to set it up, since he knew more about computers than she did (you think?).
I always thought common sense was something every customer had, and most know what right and left are. But this woman was something else. It was one of the longest calls in my career, must have lasted close to an hour, which to me was time I could have spent helping the more bright customers. Oh, well.
It would sure encourage the idiots to get someone who knows what they are doing. Thank goodness my grandma lets me fix her computer when stuff happens on her PC.
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