I get this all the time.
I do Tier 1 helpdesk work for a large, well-known, nation-wide organization.
(Caps are not screaming, just talking obscenely loud like you want to make sure everyone around you can hear you be a prick. There was no background noise to yell over.)
Me: Thank you for calling blah blah blah, may I have your last name please?
Her: XXXXXXX AND I HAVE A PROBLEM I NEED TO CALL IN ANOTHER TICKET BECAUSE THE GUYS TOLD ME THEY COULDN’T LOOK AT THIS PROBLEM WHEN THEY CAME OUT FOR MY OTHER ISSUE AND I HAVE A TICKET NUMBER AND I NEED-
Me: Whoa, whoa, whoa, Ma’am? MA’AM? …Spell that last name for me.
Her: X-X-X-X-X-X-X AND THEY TOLD ME I NEEDED THIS TICKET AND MY OTHER ONE AT THE SAME TIME AND –
Me: Ma’am… and your first name?
Her: XXXX AND I-
Me: And what can I do for you?
Her: THEY JUST GAVE ME A NEW MACHINE AND MY EMAIL DOESN’T WORK.
Me: Can you be a little more specific Ma’am? What exactly isn’t working about it? What exactly are you trying to do and what happens when you try to do it?
Her: IT’S JUST GONE. IT’S NOT THERE ANYMORE. I LOOKED IN PROGRAMS AND IT’S NOT THERE. I CAN’T FIND IT.
Me: Okay, I’d like you to click on start.
Her: I ALREADY DID THAT AND I CAN’T FIND IT.
Me: After you click on start, go to all programs.
Her: I DID THIS BEFORE AND IT WASN’T THERE.
Me: After you click on all programs, there should be a list of program icons followed by a lot of folders.
Her: AND MY OUTLOOK ISN’T THERE, I TOLD YOU.
Me: In that folder list you’ll see one named “Microsoft Office”. Inside that folder you’ll see a list of Microsoft Office programs. Almost exactly in the middle of that list, you’ll see “Microsoft Office Outlook 2010”. Click there.
Her: OH… oh…
click
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