Some Calls Need A Screening Process

(I work in a call centre supporting IT. We have a remote tool which allows us to view the customer’s screens.)

Me: “Good morning, and thank you for calling [Call Centre]. My name is [My Name]; how can I help you today?”

Customer: “I’ve been opening my emails, and they show the box on the taskbar, showing they are open, but they’re not showing on my screen! It’s useless! I’ve tried everything including rebooting…”

(The customer goes on like this for a few minutes, saying how his computer never works and the system is rubbish, etc.)

Me: “Can I just take your Personal Identification Number, please?”

(I confirm a few basic details, including computer details, so I can remote over to his screen.)

Me: “Brilliant. I’ll remote across now; just make sure everything private is closed.”

(The customer approves my remote connection. I can see two screens; one has his emails open on them, and I can see them fine.)

Me: “[Customer], do you have two screens?”

Customer: “Yes!”

Me: “Could you ensure your second screen is turned on, please?”

(A moment’s silence passes.)

Customer: “Oh, b*****ks!” *click*