I spoke with my Mom last night. During our weekly conversations she enjoys reviewing the week, both the good and the bad. This call was all about a recent customer support experience she had with her utility company. I settled into a comfortable chair and donned my headset because I work with customers at Gyrus Systems and I wanted to hear her story.
A little bit of background. My Mom is nearly 80 years old and swore off technology after the wringer washer was invented, which she bought two of so she’d have a backup. I’ve been happy to fulfill the role of “all around tech support guy” when she needs help with the tech she does use. Some issues I recall assisting her with in the past are: troubleshooting the reason why her flashlight doesn’t work; replacing the batteries in her cordless phone; discussing why her garden hose is leaking; why DVD’s aren’t playing (Dad bought the player); and helping with cable modem configuration. At times I’m unavailable though, so then she calls a help line for official support.