I was on the phones today at work, taking recep calls. And it's VERY quiet, i'm taking a call every 45mins or so, the rest of the time i'm just reading. So the phone rings, and i take it, and it's some Arab guy screaming at me about his problems. It's a tech call obviously, but i saw others were busy, i decided to take the call rather than transfer. He spent a minute trying to describe the problem to me, but i just can't understand him. Then another person got on the phone, and i can't understand him either. After about a minute of this, he then gives me the phone to some little girl, probably 10 or so, who spoke perfect English and describes the problem to me.
It was because they had just installed spybot, and it removed a bunch of stuff, and after rebooting, whenever they try to get back into Windows, it just restarts again. Obviously an issue with windows, and not the internet connection, so because i was irrated at the screaming father and whoever else was on the phone earlier, i just tell her this isn't a problem that's associated with our service, so i'm not qualified to help her. Then i hear her voice, which was excited and bubbly explaining the problem to me, now go all sad and say 'ooh'. And we ended the call, and i closed the account. But then i sit there all alone, without any calls or anything, and started feeling guilty. I could have so easily helped her, and now her computer doesn't work, and will probably get ripped off getting it 'repaired', when i could have spent 60 secs to get her to go to Last Known Good Configuration. I don't have their account open any longer, so i can't call them back. And now all my drive home, and the last hour i've been home, all i can think about is why the hell didn't i just help her.
It was because they had just installed spybot, and it removed a bunch of stuff, and after rebooting, whenever they try to get back into Windows, it just restarts again. Obviously an issue with windows, and not the internet connection, so because i was irrated at the screaming father and whoever else was on the phone earlier, i just tell her this isn't a problem that's associated with our service, so i'm not qualified to help her. Then i hear her voice, which was excited and bubbly explaining the problem to me, now go all sad and say 'ooh'. And we ended the call, and i closed the account. But then i sit there all alone, without any calls or anything, and started feeling guilty. I could have so easily helped her, and now her computer doesn't work, and will probably get ripped off getting it 'repaired', when i could have spent 60 secs to get her to go to Last Known Good Configuration. I don't have their account open any longer, so i can't call them back. And now all my drive home, and the last hour i've been home, all i can think about is why the hell didn't i just help her.
