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Reroute To The Mother For Best Results

, , , , , , | Right | April 9, 2022

It is during the early stages of the transition between analog house phones and digital models, so this is the first time a router has been installed at this caller’s mom’s house. She’d never needed a router before, so the process is a little more complicated than it is nowadays.

But the problem isn’t the router, it’s the caller.

While I try to navigate him through the process of initiating the basic setup, he gets angrier and angrier, yelling at me that I don’t know what to do while skipping most of the necessary steps, insisting on doing unnecessary things, or using his preferred software even if it doesn’t work. I don’t even get him to log into the router software to enter the needed data.

Finally, he rage-screams something about women taking men’s jobs and I hear the mobile clattering on a surface and him slamming a door.

The next thing I hear is rustling and a shy voice calling, “Hello?” It’s his mom, who begs me to get her phone online.

Her son has left his laptop up and running, so I lead this sixty-plus-year-old woman who has never touched a computer before through every little step — explaining to her how to use the mouse, explaining how to type, and explaining where to put the address of the router — and lead her step by step through the setup assistant, and we get her phone up and running.

The most time is spent on finding a sufficient browser since her son had insisted on one with which our router software doesn’t agree with. She needs a lot of descriptions and I have to explain literally everything on screen just using my tech dummies as reference, but she does that active listening trick where she repeats everything I say back to me before doing it and asks really good questions when she encounters something she doesn’t understand, so it goes slowly, but I never have to repeat myself and she does exactly as told.

To her son’s credit, he was well prepared and everything she needed was there — the passwords, the data, etc.

The whole call takes me far too long and my team leader is not happy, but the lady is so proud of herself, so it’s totally worth it! She even writes me some great feedback, mentioning my name! I find out about this when the company sends me a lovely letter with a copy of her letter attached.

I’ve helped countless people, but this sweet lady stood out. I’ll always remember that call.

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