I’m a new hire at a call center, doing basic troubleshooting for cellphones back when iPhone 7 was the newest one. Our lines officially closed about ten seconds ago, but we still got one call in juuuust before the cutoff. We can’t get up and leave until the call is resolved.
I’ve been troubleshooting with this caller, who seems to be the most technophobic person I have ever spoken to.
My trainer is sitting with me, listening in to my calls with his headset.
Me: “Okay, so to go to your home screen. You just need to press the ONE big button on your phone.”
Caller: “What are you talking about? I see a big red one with the picture of a phone on it. That one?”
My trainer stretches and grabs his jacket from behind his seat.
Me: “No, don’t press that one or you’ll hang up on me. This one is BELOW the touch screen. The ONLY physical button you have on the front of the phone, you know, the big circle button that reads your fingerprint?”
Caller: “Oh, okay, yeah, I see it.”
My trainer stands up and puts his jacket on. This is odd, as we still have a lot of work to do to resolve this caller’s issue.
Me: “Okay, press that for me.”
Caller: *Click.*
Trainer: *Removing his headset.* “Every single time. Have a nice weekend!” *Leaves.*
He knew three sentences ago that the caller was going to do that…