Understand This

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I had occasion to call customer support for my Web host recently. When the young man began his patter, his “script” if you will, I would have sworn I was talking with someone in the midwest. However, as we got down to the specifics of my call, away from the script, it became apparent I was not talking to someone from the midwest after all. Not the midwestern United States, anyway. Like most people, I equate such calls just above a trip to the dentist on the “list of things I enjoy.” I have an extroverted friend, however, who loves to get on the phone with a live support person. He yocks it up with them and asks them all kinds of personal questions and probably plays havoc with their time-per-call stats, but he gets good service. They seem to appreciate being treated like human beings. I’m trying to learn from his example. It’s hard.