Today I got a call from a frustrated customer.
 
He couldn’t get outlook to work, his computer is pretty much lagging hardcore.
 
He’s raised many cases before and the same problem persists. After spending around 15 minutes on the phone with him trying to get his email to work online, and telling him that I’ll be sending the case to on site support he was like "can you fix my problem" and I was just like…okay…"what problem"? I shouldn’t have asked him that question obviously…but it was more of a "what problem have you got that I can actually fix?" and he was like "the problem we’ve been talking about" and I was just like "err…you’ve done a reinstall, you’ve defragged your computer, you’ve done a detect and repair…so i don’t think there’s anything more that I can do" and he was like "well you’re the IT expert I just thought you can do something more to fix the problem". Basically, this was an ignorant computer literate user. He knew a lot about computers (or at least enough to do all the troubleshooting steps himself) but he thought that there was some "magical" setting or fix that I can pull out of my butt to assist him. I dunno, I think I might have lost my cool a bit…due to the stacks of shitty calls I’ve received all day. Today was the day where I received the most "I don’t want to take this call" calls. Even the seemingly easy calls were problematic since the problem I was fixing wasn’t the problem…
 
Feedback of the day:
 
"Excellent support, it was embarrissing how easily John fixed the problem."
 
Makes me happy.
 
Also Diana got 99.70 for her UAI. She’s so great. Now her mum wants her to do Comm/Law. (Like I didn’t see it coming) Well honey, do whatever that makes you happy like me :)