I’ve never enjoyed calling tech support—especially when it is outsourced to non-English speakers.  It seems to me that the problem is often as simple as replacing a part, yet they insist on walking me through the regulation diagnostic steps before confirming what I already knew and agreeing to send the part.

Yet, I’ll never forget the phrase one technician repeated during such a call. As soon as I realized that my call was being transferred across the ocean, I pulled some reading material nearby and and settled in for a long conversation with frequent holds.

The pleasant technician on the other end of the line began the session by asking me to describe my problem. I explained that my CD drive wasn’t working properly. Immediately, he responded, “Not to worry; I will surely help you.” I smiled at his arrangement of words, but I was thankful for his confidence. Continue reading →