They’re Not Even Getting Started
A customer calls needing assistance with Outlook. After some troubleshooting:
Me: “Okay, I need you to click the start button.”
Caller: “What’s that?”
Me: “It’s the green button on the bottom left-hand corner of her screen.”
WinXP was the standard then, and they didn’t usually change the theme to Windows Classic.
Caller: “I can’t find it.”
After we finally find it, she has trouble selecting it.
Me: “Put your mouse cursor over the start button and click with your left mouse button.”
Caller: “It’s still not working.”
After a few minutes of trying to get her to just click start, it turned out she was PHYSICALLY picking up her mouse and placing it flat on the screen over the start button. I had to put her on hold because I felt like I needed to lie down.
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
