Customer Support Calls!!!

[hillcountry]

I'm supposed to be the IS Director where I work, but all that means is that I get to do a little of everything. I had two "good" calls today!

I got one from a nice lady that can't log into one of my systems. Although I've reset her password several times already this week, she still can't remember what her password is (somehow that's my fault). I reset it again and tell her to log in and change it right away. I get a phone call within 5 minutes telling me that she still can't log in. It turns out that she logs in (with the reset password), updates her profile (changes her password to something that she picks), logs out to test her new password but she keeps typing in the old password (the one that I generate) and then gets mad because "my system is broke" and won't let her in :angryfir:

I get another call from another lady saying that she can not see some patient data in another system I wrote. I check, and she does not have the proper access to see that type of data. She told me that she doesn't really want to see the data, that she only wants to verify if the patient was registered on a treatment protocol. I point out that there are several available reports that provide this type of information without disclosing protected data. (she said that she wanted to "see but not REALLY see" the data...whatever the heck that is supposed to mean). The reports were indicating that there were no patients registered, but "someone" briefed at a meeting that there was indeed a patient. I have to investigate because if my system is losing/dropping patients, thats a HUGE deal. I track it down and it turns out that the group that registered the patient didn't realize that the computer couldn't count the patient until some one actually entered the data :angryfir:

What a day....

[Tourmeister]

Howdy,

:tab I was conducting a training class a few years back (when 386's were the shizznit!) and we had this one lady that was terrified of the computer. She was afraid to hit a single key because she thought she was gonna fry Moscow with a nuke or something. Needless to say, we had some cheap fun at ther expense :lol: She'd do something that would make the computer beep and we'd gasp and freak, "Omigod!! What'd you do!!??" "Nothing!! Nothing!! I swear!!" However, it did finally get her to lighten up so she could relax and actually learn the new database system.

:tab I had to do a phone support call related to the same work. I was trying to step this woman through entering some insurance claim data into the claim processing database. I'd get out about two words, she'd wig and go into a severe coughing fit. Several minutes later she would apologize profusely and we'd try to start again, only to have the same thing happen over, and over, and over... :| I have never dealt with someone so nervous. It was incredibly frustrating and taxed every ounce of patience in my body! Finally after about an hour of this, she agreed to let me speak with someone else.

:tab Then of course there is my mom who still struggles with the whole concept of being "connected" to the internet. She tries to check her email or send it and forgets that she needs to dial in and get connected so the stuff has a place to go. I guess she thinks the interent is completely wireless?! :shrug: Makes me wonder how goofy I will be in twenty years with new technology?

[sbaker33]

I feel your pain.

I was teaching an Intro to Windows class a number of years agon and one of the ladies in the class stops me about halfway through the first exercise because she can't keep up because she couldn't work the mouse fast enough. I go to her desk and there is no mouse. Look around a bit and I see it on the floor under her foot!

No she wans't physically challenged she just thought it was like the pedal on her sewing machine.... :eek:

I did software training and help desk for two years I have so many stories like that I forget them all.

-sbaker