There seems to be something about calling a computer support desk for assistance that causes the person calling to stop thinking, stop listening, or both.
While working for a major computer company as a helpdesk tech, I picked up a call and introduced myself as always with the name of the company and my first name. I had barely finished saying my name when the caller asked, “Do you know anything about computers?”
Many thoughts went through my head quickly but my response was, “No, I am the janitor. I was passing by with my broom, heard the phone ringing, and decided to answer it.”
The caller’s response, “Good. When I turned on my computer this morning, the screen came up and said …”
I fixed the issue quickly, thanked the caller, and hung up.
- Did the caller realize how foolish their opening question was?
- Did the caller listen to my response?
- How did the caller feel when (or if) they realized their issue was fixed by a janitor?