techrecovery | Dear customer, (Reply)

You, lady, are a grade A dingbat and idiot.

So anyway, today I had to help a customer get connected. That's fine; it happens often. It's DSL. Connections aren't flawless. Esp. with the customers you can get.

So anyway, then the following ensues:
Cust: "So how do I reply to email?"
Me: "In the webmail, when you open an email, there's a button that says reply."
** Now the other day, I had to walk a guy through HOW to type out an email. Ugh. **
Cust: "Okay, I see that and I clicked it, but now I only see the message I received."
Me: "Yes, is it in a text box?"
Cust: "Yeah... Why is it there? I don't want that there."
Me: "Many people like to have the message they received there when they reply. If you don't want it, you can click your mouse on it, drag it over the text, then press delete."
Cust: "Okay, it's gone, now what do I do?"
Me: "You type out your response in the field..."
Cust: "Tell me something... Why isn't there an instruction manual for this? I don't know what I'm doing!"
Me: "Well, m'am, most webmail is similar and..."
Cust: "AOL wasn't like this! They gave me a book! This is insane that they don't give an instruction manual! Why don't they!?"
Me: "M'am, I can't say why. I don't have control over how they do this or-"
Cust: "Still! I can't believe they expect me to just /know/."
** Yeah, they do lady. Why? Because it is the most SIMPLE THING EVER. Each button is labeled, everything else is labeled. It's bloody self-explanatory. **
Me: "I'm sorry, I can help you more if..."
Cust: "I know this isn't your fault, but this is just unbeliveable!"
Me: "M'am, perhaps I can find you someone you can talk to..."
** Just to get you off my phone.... Supervisor says to transfer to Senior Agent. Poor people. Okay...*
Me: "M'am? Okay, I'll be transferring you to someone who can help if you don't mind holding."

I feel sorry for the SA that had to take it. He had to tell me that we don't offer a book... I explained that I /know/ that, but the customer wouldn't accept it for an answer.

I don't give a damn what AOL did! They're slower than us, they take over your computer, and... c'mon, it's AOL.

This, combined with the lady who spoke VERY QUIETLY, while her kid SCREAMED in the background (meaning my volume was on high so I could hear her, while my eardrums got pierced by the child's screams) lead to the mood indicated. x.x