“Someone calling oneself a customer says
she wants something called service?”

Service or no Service, That is the Question

Those of us who work in the field of Information Technology know very well, that nothing is as certain: If something can go wrong, it will go wrong, especially when you least expect it. Oddly enough, the supposedly most reliable functionality used on daily bases tends to break down most frequently.

This is also true for any IT related appliances. Then you realize you need to call for help. But sometimes it seems getting the support for the actual issue at hand can be difficult at best.

For your amusement, a telecommunication between a PC Help Desk agent and the end user as it may have happened in real life:

“PC Service Desk, how may I help you today?”

“Hello, Yes, I have a problem with my emails, it seems I cannot send any.”

“I see. Would you be able to answer a few basic questions before we can start troubleshooting your issue?”

“Yes of course, fire away!”

“Thank you Ma’am. First question: Have you been diagnosed with any kind of debilitating disorder?”

“Umm… no.”

“Good. Next question: Are you currently experiencing nausea, dizziness, headache or dryness of the mouth?”

“No?”

“OK. Moving on: Do you feel numbness or swelling in any of your extremities?”

“No!”

“Are you currently on any kind of medication?”

* Getting annoyed *

“What has any of this got to do with my issue with email?”

“Just answer the questions Ma’am so we may move on!”

“Fine! I took some antihistamine this morning.”

“I see. Would you mind if we establish a link to your PC?”

“No of course not, please do!”

“Excellent. When you see the pop-up window, just click on the ‘accept’ choice”

“Done”

* A window with a face of the Help Desk person appears on the PC screen *

“Can you see me Ma’am?”

“Yes I see you clearly.”

“Great, we can see you as well.”

“OK, so now can we get back to my issue?”

“Hold on Ma’am. Can you stand up?”

“What?”

“Please stand up!”

“OK, standing up!”

“Now, please walk a few meters in a straight line to your left, then back to your right”

* Shaking head but complying *

“Walking…”

“Perfect. Now, stand perfectly still, move your right hand to the tip of your nose and back down again.”

* Frustrated sigh *

“OK…”

“Fine, now please do the same with your left hand.”

* Requested activity completed *

“Excellent Ma’am! We are all done here. Thank you for your co-operation and calling our emergency service desk! Have an excellent day!”

“What the… hold on! What of my issue with the email?”

“HAVE A GREAT DAY MA’AM! Goodbye!”

“But.. OK, Bye!”

* Sighing hevily *

* Looking around the office for colleagues *

“Does anyone else have an issue with their email?”

“Yes!”
“Me too!”
“Yup!”
“Diddo!”

“Did any of you call the help desk?”

“NO!”
“Never!”
“Not me!”
“Not in a million years!”

Saying out loud: “OK, then! Guess it’s back to work!”

Thinking: ‘Guess I just have to fix the issue myself!’

Lesson learned: “Self service is the best service!”