Has Confidence In Your Network
Customer: “I cannot get on VPN.”
Me: “Okay, do you have any error message?”
Customer: “Hang on a second. First I have to connect to Wi-Fi right?”
Me: “Yes, that would help for sure.”
Customer: “How do I do that? Shall I click on that bars icon?”
Me: “Yes, go ahead.”
Customer: “Now I have a list of possibilities. Which is correct, [his, not very common, last name]’s network?”
Me: “That sounds like the one.”
Customer: “Now it says ‘connected’. What is next? Internet Explorer?”
Me: “Yes, and then go to VPN landing page.”
Customer: “Oh, is it [exactly correct URL]?”
Me: “Yes, that is the one.”
Customer: “Now what? It is asking for user name and password. Is it [correct ID] and [correct type of password]?”
Me: “Yes, go ahead.”
Customer: “Oh, it says that I’m connected to VPN. Thank you very much for your help.”
Me: “No problem, sir. I just do not know what should I put in your ticket.”
Customer: “Oh, put there that I just needed some confidence.”
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
