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I worked in a call center helping people basically reset their passwords and one poor older man was having such a hard time. (His grandson had the bright idea to get Gramps a computer.)
Man: I clicked on the link in my email and nothing happened.
Me: What website are you on?
Man: What’s a website? (*Strike 1*)
Me: What browser are you using?
Man: What’s a browser? (*Strike 2*)
Me: Sir, how are you connecting to the Internet?
Man: What’s the Internet? (*Strike 3 – You’re out*)
Me: Sir, you will need to call back when you have your grandson with you so he can be giving permission to help you.
Man: Oh, Ok. Bye
Me: (to colleague after the call) You don’t know how badly I wanted to tell him to pack that computer back up and throw the box at his grandson’s head.
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EDIT: I never said the “strikes” out loud, only mentally. He was in his mid 80s to early 90s and I treated him (and all my callers, older and younger) with the respect and compassion I would want my own parents to be shown if they were calling in with the same issues. I was given greater responsibilities because of how patient I was with everyone. i.e.: calls were escalated to me or I was asked to have the new hires sit with me while they were training so I could show them the ropes.
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