Yesterday, I got a call for continued support. The customer just completed a virus scan as instructed by the previous tech. When I read the case notes, I knew it was a bullshit scan just to get the client off the phone. I also read the the client refused to let the agent use the remote access software (where we can see their desktop and move their mouse, etc).
So I get him, and it's clear all he wants is his Internet Explorer data (cookies, temp files etc) removed.
So, I figured I'll give him a try with the remote access - this time, I explain what it is and advise him it will make this much easier. Essentially, I tell him I am going to use it, rather than asking him. NEVER give clients an out or an opportunity to say no. As expected, he agreed.
This is where the fun starts. He can't find the address bar in IE. So I figured I would have him enter the remote support address in the run command. He entered "www" but then he asked me where the period key is. I had to basically spend a couple of minutes explaining this. So FINALLY I have him type out the address but when I tell him to click OK, he puts in OK in the address bar next to the address and then clicks OK and of course I have to retype it all!
Next after about 20 minutes of this (seriously), I finally start using the remote access, and use CCleaner to clean all his junk out in one swoop. I show him how to use it (just the basic part of it) and all is well... I hope.
The guy at least thanked me for my patience, my boss said I deserved the patience of a saint award after that.
So I get him, and it's clear all he wants is his Internet Explorer data (cookies, temp files etc) removed.
So, I figured I'll give him a try with the remote access - this time, I explain what it is and advise him it will make this much easier. Essentially, I tell him I am going to use it, rather than asking him. NEVER give clients an out or an opportunity to say no. As expected, he agreed.
This is where the fun starts. He can't find the address bar in IE. So I figured I would have him enter the remote support address in the run command. He entered "www" but then he asked me where the period key is. I had to basically spend a couple of minutes explaining this. So FINALLY I have him type out the address but when I tell him to click OK, he puts in OK in the address bar next to the address and then clicks OK and of course I have to retype it all!
Next after about 20 minutes of this (seriously), I finally start using the remote access, and use CCleaner to clean all his junk out in one swoop. I show him how to use it (just the basic part of it) and all is well... I hope.
The guy at least thanked me for my patience, my boss said I deserved the patience of a saint award after that.
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