There’s A Hole In The Hardware

It’s my first day on the floor in a tech support call center, and my trainer is showing me the ropes. He’s also a supervisor, so our training keeps getting interrupted by escalated calls.

Trainer: “So, those are the basics. I think you should be good to go as most of the calls we get can be answered using the scripts.”

Another worker calls over to us.

Worker: “Hey, [Trainer]! I need you on this one! The caller is threatening to sue us because he shot his laptop when it was freezing as he thought he could — and I quote — ‘shock it back into working again.’”

My trainer and I just stare at each other.

Trainer: “I said most of the calls we get can be answered using the scripts. I never said all.”