I work for HP in DESKTOP technical support divison as a manager. A frustrated customer was asking for level3 so call was transfered to me as an exception. I AM ON this call RIGHT NOW, It is a desktop not a laptop neither a touchsmart. Its almost 45 mins now and customer CAN NOT FIND THE CPU. God damn! Doesnt know where the TOWER is! I told him to follow the cable from the back of the monitor and see where they are connected. This guy is getting into my nerves. i seriously need to see some "calm down" statements right now. this yucks
just explain it to them in simple terms not computer terms for example call the tower a the pc case where the power button is located.
can you transfer this call to one of the other technical support personnel? You can't be the only one there.
first of all i m a manager, so i have taken these kinda calls for years before i was promoted. I have made him understood what the TOWER is, he knows it but i dont know whats wrong with this guy. It was already transfered to me as a LEVEL3 escalation, there are no more levels . I DO NOT take calls AT ALL, but as i said this was an exception .
Just inform him that you would arrange a callback for him and tell some highly patient agent from your team to call him back. I know how you would be feeling as I have taken similar (however, not so silly) calls in the past but this person seems to be the dumbest of all! Don't worry, just go out of the office and take some fresh air. Relax!
may be if you solve his problem,you can ask for a promotion.come on dude,your promotion awaits you...