Pursue a satisfying career in cutomer support

A John Doe writes to Computer Weekly: I work for an ISP. After two calls totalling 45 minutes with one customer, I asked him to bring his computer in and I would configure it myself. He was a bit skeptical, so I assured him that he did not have to bring in the whole computer, just the CPU – no monitor, cables, mouse or keyboard, just the CPU. He was not sure which part was the CPU, so I told him, “just bring in the box, the part with the CD-ROM drive and floppy drive.” I explained this twice. Later he arrived with the cardboard box that his computer came in. I asked him where the computer was, he replied, “I thought you just needed to look at the box to see what model it was.”