The Final Step Is Acceptance
(I work as a phone support technician for a large software company. Once a month, one of our mentors listens to our calls to ensure that we follow protocol. I was being listened to one day a few weeks ago.)
Me: “Welcome to Tech Support; you’re talking to [My Name].”
Customer: “Hi, my name is [Customer] and I work at [Bank]. You’ve really gotta help me! I’ve got this message on my computer, and I don’t know what to do!”
Me: “Okay, if you could start by reading the message to me, I’ll see what we can do.”
Customer: “Oh, okay… It says, ‘Your computer has been automatically adjusted for daylight saving time.’ What do I do?!”
Me: “Er… is there a button that says, ‘OK’?”
Customer: “Yes.”
Me: “Can you tell me what happens when you click the ‘OK’ button?”
Customer: “Oh, thank you very much! You’re a lifesaver! Thank you, thank you; now I can finally get these reports done!” *hangs up*
Me: “…you’re welcome?”
Mentor: *after listening in* “You know what the scary part is? That is my contact at the bank… the same person I entrust my life savings to.”
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