winning call of the day

Me: Thank you for calling major internet service provider, my name is Angie, how can I help you today?
Customer: I have spent an hour on the phone and don’t know what’s going on.
Me: ok, let me check the notes from the previous case.
Me: I see all we need to do is a simple registration.
Customer: Oh My Gawd, do I have to start over?
Me: well I don’t really know what was done but I will be more than happy to help you.
Customer: Well just so you know I am computer re-literate.
Me: (not knowing how to respond to that) ok
30 minutes later I have, through countless efforts gotten her to the registration site.
Customer: it says pick a language, do I pick English?
Me: do you speak any other language?
Customer: I don’t think so
Me: well let’s play it safe and go with English
Customer: it says put my phone number, what do I do?
Me: Put your phone number where it says to
Customer: it says a minimum of 4 characters, oh gawd, what kind of characters, like a cat or dog?
Me: No ma’am, a character is a letter, number or anything else you find on the keyboard.
Customer: oh
Customer: it says 4 digit numeric code, what is that
Me: 4 numbers
We are finally done registering, now comes time to configure her modem.
Me: please open safari
Customer: OH GAWD, how do I do that again?
Me: Click on the little picture on the computer screen that says safari
Customer: oh ok
Me: ok where it asks for username please put the one you just made up
Customer: I don’t remember what I made up (please remember this was just 10 minutes ago.)
Me: it is blah blah blah
Customer: oh I just wrote that down
Finally customer is connected and able to surf the net. Total time spent with customer 1 hour, total time it should have taken 15 minutes.
Can someone please, please, please tell me what computer re-literate means??? She repeated it several times… Am very confused.

2 Replies to “winning call of the day”

  1. I add comments on every blog I read. I have nothing conversational to add to the topic so feel free to delete this comment but thanks for taking the time to write it.

  2. OMG! This was my good laugh for today. I can totally relate Angie. Only our customers. Im telling you. I think when people get computers, they are sent a manual that tells them to say that whenever they call into tech support. Too funny.

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