Providing Good Customer Service Isn't Always Easy As any business person can attest, sometimes providing good service can be difficult. This is a true story that happened a few years back at the helpline of a well known software manufacturer. After this incident the helpdesk employee was fired; however, when last contacted he had sued the organization for "Termination without Cause". - Following is the actual dialogue of the former customer support employee: Employee - "Ridge Hall computer assistant; may I help you?" Customer - "Yes, well, I'm having trouble with [the software]." Employee - "What sort of trouble?" Customer - "Well, I was just typing along, and all of a sudden the words went away." Employee - "Went away?" Customer - "They disappeared." Employee - "Hmm. So what does your screen look like now?" Customer - "Nothing." Employee - "Nothing?" Customer - "It's blank; it won't accept anything when I type." Employee - "Are you still in [the software program], or did you get out?" Customer - "How do I tell?" Employee - "Can you see the C: prompt on the screen?" Customer - "What's a sea-prompt?" Employee - "Never mind. Can you move the cursor around on the screen?" Customer - "There isn't any cursor: I told you, it won't accept anything I type." Employee - "Does your monitor have a power indicator?" Customer - "What's a monitor?" Employee - "It's the thing with the screen on it that looks like a TV. Does it have a little light that tells you when it's on?" Customer - "I don't know." Employee - "Well, then look on the back of the monitor and find where the power cord goes into it. Can you see that?" Customer - "Yes, I think so." Employee - "Great. Follow the cord to the plug, and tell me if it's plugged into the wall." Customer - ".......Yes, it is." Employee - "When you were behind the monitor, did you notice that there were two cables plugged into the back of it, not just one?" Customer - "No." Employee - "Well, there are. I need you to look back there again and find the other cable." Customer - "....... Okay, here it is." Employee - "Follow it for me, and tell me if it's plugged securely into the back of your computer." Customer - "I can't reach." Employee - "Uh huh. Well, can you see if it is?" Customer - "No." Employee - "Even if you maybe put your knee on something and lean way over?" Customer - "Oh, it's not because I don't have the right angle - it's because it's dark." Employee - "Dark?" Customer - "Yes, the office light is off, and the only light I have is coming in from the window." Employee - "Well, turn on the office light then." Customer - "I can't." Employee - "No? Why not?" Customer - "Because there's a power outage." Employee - "A power... A power outage? Aha, Okay, we've got it licked now. Do you still have the boxes and manuals and packing stuff your computer came in?" Customer - "Well, yes, I keep them in the closet." Employee - "Good. Go get them, and unplug your system and pack it up just like it was when you got it. Then take it back to the store you bought it from." Customer - "Really? Is it that bad?" Employee - "Yes, I'm afraid it is." Customer - "Well, all right then, I suppose. What do I tell them?" Employee - "Tell them you're too !!!!!!! stupid to own a computer."