At the account we have callers who keep on calling for one reason or another. These may be because of a continuing problem or concern or in some instances they just can't get any support from other help desks. There is one caller, though who has been in touch with us since the middle of the year (as far as our records go). She is a lady from Oklahoma, USA who went scuba diving on a live-aboard dive cruise in Indonesia last August/September this year. Her real problem is, and she keeps on reminding us, is that she has a poor memory and is not computer savvy. Since August or July she has talked to practically everyone on the US shift. Last night, she called around five or six times. Although handled in Manila, these are long-distance calls routed from Los Angeles, California.
If you know the software, then you'd know that these are simple questions. And in some calls, she just needs to confirm what she's doing is the same as what was discussed in an earlier call. She understands the concepts and the instructions, but the software itself is not very user friendly. However, I doubt very much if she can handle other (more advanced) software. I also doubt very much if she would be entertained (or tolerated?) as much by the help desks for these other softwares.
There are days when we feel we are just frustrated with handling her calls, but she's just so sweet when she talks over the phone and not so demanding that she is a breather from other calls. Think of it as break or a vacation, even.
And she promised to send me a picture of a Komodo dragon. That is, if she remembers.
--andoy
18 December 2004
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