Are We Even Speaking The Same Language?

Me: “Thanks for calling the Service Desk. [My Name] speaking; how can I help?”

Caller: “I don’t know what I’ve done, but my tablet says it’s in safe mode and won’t do anything!”

Me: “No problem. Just restart the tablet.”

Caller: “I don’t know how it happened or how to get it to work. I’m a dinosaur.”

Me: “Easy enough. Restarting the tablet will do it.”

Caller: “How these things work are a mystery to me. I’ve no idea how to fix it.”

Me: “Well, not everyone is techy, but if you restart the tablet, it’ll be fine.”

Caller: “I need this fixed. I can’t work without it!”

Me: “Restarting the tablet will take it out of safe mode.”

Caller: “I have to have this. It’s how I record my work.”

Me: “I don’t know if this line is very good; can you hear me?

Caller: “Yes, I hear you.”

Me: “Great. Please, can you restart the tablet?”

Caller: “We use [App] for recording our work, you see, so I can’t be without it.”

Me: “Yeah, I know this is vital to you guys. Has the tablet restarted yet?”

Caller: “Would restarting it help?”

Me: “Absolutely! Give it a go.”

Caller: “I think I should try to restart it.”

Me: “Yes, go for it!”

Caller: “It’s restarting.” *Pauses* “Oh! It’s working now!”

Me: “Glad to hear it!”

Caller: “How come you didn’t think of that? Maybe I should be doing your job!”

Me: “Maybe. Thanks for calling. I’ll email you the ticket reference if you give me your name.”

Caller: “Bye!” *Hangs up*