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Trying really hard not to sound condescending

So I work on a sales compensation team for an insurance company. It’s a smaller phone team, 4 of us, but most of our job role is taking inbound calls about commissions, which includes some questions about our advisor website where agents can get their commission statements online. Thing is, the commissions statement system on the website is ancient by technology standards, and can only work in internet explorer. Most of the agents in the field know this, but every once in a while we get a special case that involves the difference between Internet Explorer and Microsoft Edge. (Please excuse mobile formatting)

Me: (Insert Insurance company) commissions, this is Soxkid how can I help you

Agent: yes I’m having some trouble with your website, when I get to the commission statements the site stops working.

Me: Okay, let me ask you, what web browsers the you using?

A: Chrome.

Me: Okay, that’s a very common issue, unfortunately, our statements system only works in internet explorer, so if you login through there you should have no issue.

A: Okay, let do that real quick, do you mind if I keep you on the line until I get access?

M: I would be more than happy to.

A: After a couple minutes of typing It’s still not working.

M: And you’re sure you’re using IE?

A: OF COURSE I AM, I KNOW WHAT IM USING ON MY COMPUTER, YOUR STUPID SYSTEM IS KEEPING ME FROM MY COMMISSIONS.

Note: this has happened before and I’m about 99% certain I know what the issue is.

M: Okay, just one more question, on the icon for the web browser, does the blue E have a gold ring around it?

A: NO ITS JUST A F****** BLUE E

M: Unfortunately Sir, that’s not internet explorer, that’s Microsoft Edge, which is a completely separate web browser.

A: Silence Oh… okay give me one second while I find explorer. couple minutes of typing mixed with some unintelligible grumbling Got the statement, thank you, bye click

submitted by /u/soxkid
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