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Internet Relay Chat
Frustration does not even begin to describe it...
Let me give you the back story. I've been moved to the
next building in the complex. It has multiple helpdesks,
some with only a handful of people, others with 20 - 30
per team. I've been put into an Internet support team.
Yay!
Anyway, back to the story.
An elderly lady called up saying that her Internet wasn't
working and her grand-daughter couldn't do her homework.
From her description, it sounded like a five minute fix.
And that's where the trouble started. For, as technically
savvy as the kid was, she wasn't allowed to talk to people
on the phone. Her gran would relay messages to her. Except
she didn't know a mouse from a molecular force microscope.
Every instruction I gave to the gran was "translated"
before she passed it on. A word omitted here, an extra word
there, and soon the conversation was in a tail spin, I couldn't
reach the ejector seat control and the kid was sounding
more and more frustrated.
CSR: "I'm sorry Mrs Beckett, but you're altering
what I'm saying. You have to repeat it word for word, or
this won't work."
Customer: "OK."
CSR: "Alright. Press Start and go into Settings."
Customer: "He says to start your settings."
Grand-daughter (in the background) :"...what?"
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