I work as a software support technician, so I get phone calls most of my day from users asking questions about Microsoft Office.
I don’t know if it’s me or the universe, but recently the calls have been really… well….. eh, there are no stupid questions, right?
Example #1:
Them: “I tried to install Office Communicator, but now my Outlook is gone. I need my email.”
Me: “Your Outlook is gone?”
Them: “Yeah, the little icon is gone. Totally gone. Where did it go? Do I have to use Communicator to get my email now? I don’t like that.”
Me: “Try the Start Menu, Programs, Microsoft Office?”
Them: “Start menu? What’s—-oh! No, all gone.”
(The end result was that in trying to install Office Communicator, the user uninstalled Microsoft Office. That actually takes effort.)
Example #2:
Them: “Hi, my Outlook isn’t working.”
Me: “How so?”
Them: “I don’t know, it’s just not working.”
Me: “Are you getting any error messages? What exactly is it doing?”
Them: “No, it’s just not working.”
Me: “Can you at least start up the program?”
Them: “Which program?”
Me: “Outlook.”
Them: “I don’t know, let me try. [pause] Yes, yes, it works. Thanks so much.”
(I really have no idea what happened here.)
Example #3
Them: “Hi, I need to send an email but the buttons are gone.”
Me: “Which buttons, exactly?”
Them: “The send button.” [This happens, it’s a toolbar that sometimes gets turned off.]
Me: “Okay. Go up to the View menu, and then click toolbars, and then click the standard toolbar.”
Them: [Long pause.] “Okay…..”
Me: “See it?”
Them: There is no View menu. I see…. Page…. Tools….”
Me: “You’re using Outlook 2007?”
Them: [immediate] “Yes.”
Me: “And there is no View menu? It should be up near File and Edit.”
Them: “No, I don’t even see those.”
Me: [I hesitate to ask this:] “Are you sure you’re using Outlook 2007?”
Them: [frustrated] “Yes, it says Outlook Web Access 2007.”
Me: “Oh, so you’re using webmail?”
Them: “Yes.”
(How can you help someone who doesn’t know which program they are using?)
Example #4
Them: “Hi, I was working on a document yesterday in Word, and when I came in this morning I guess my computer had turned off overnight, because it was off, and I turned it back on and started Word and my file isn’t there.”
Me: “The file itself isn’t there? Or you can’t open it?”
Them: “No, the file itself IS there, it opens fine, but it doesn’t have everything I worked on yesterday. It looks just like it did when I opened it up for the first time yesterday.”
Me: “Uh-oh. Are you sure you saved the file before you left?”
Them: “Huh?”
Me: “Did you save the file? If you made changes without saving and then it crashed overnight, everything you changed wouldn’t have been saved. Unless you saved a different copy—”
Them: “Wait, that’s not automatic? You don’t save that stuff?”
Me: “Me?”
Them: “Yeah, don’t you guys back that stuff up? Can’t you just call up the backup copy and send it to me?”
Me: “Well, yes, the network is backed up but you have to save the file in order for…”
Them: “Look, either you’re backing stuff up or you’re not. I need the backup of this file.”
Me: “It, erm… doesn’t work like that.”
(In second grade I learned the motto: Save Early, Save Often.)
Most callers are friendly and polite, and some have really good, challenging questions. Some have really “dumb” questions but they are mistakes we have all made from time to time. Others are like the ones above. But there is about 5% of users who call as a last resort, treat you like dirt, and are actually surprised when you know the answer. I had one woman say, really condescendingly, “oh, wow, that actually worked. Ha!”
I don’t blame them, really. First, if you’ve ever called tech support in the “real world” before, you’re likely to know that tech support is even more clueless than you are 90% of the time. I’m guilty of this as well. And second, when the person who answers has a stutter, you automatically knock off 100 IQ points.
(Stuttering does not lower IQ, btw, it only lowers self confidence when you hear the person’s tone and vocabulary drop to accommodate your apparent lower brain function.)