Although I no longer work at the help desk, I was sifting through the old emails and found a few experiences that I had intended to post:
An alarming percentage of the telephone calls I receive at the support desk are as follows:
Jennifer: Hello, can I help you?
Troublemaker: Yes, I cannot seem to remember my password.
Jennifer confirms username, looks up account, sees that password is at the default six character length, which means that the user probably still has the default password.
Jennifer: I can see your password is six characters long. Try your six digit date of birth.
Troublemaker: I actually already tried that, but I’ll try it again. (A short pause) It still is not working.
Jennifer: Hmm. (She pauses. Then, after having done absolutely nothing…) Ok, now try retyping the username and password again.
Troublemaker: Ok. Wow, that worked! Whatever you did, it worked! Thanks!
Jennifer: No problem! Have a nice day.
