Near the start of most calls, I try to set up a remote access program to a customer's machine. I do this by asking the customer to go to a website.
Often though, customers assume I can already control their computer from the moment I'm on the phone with them. Like just now: After a couple opening questions at the start of the call, I asked a customer to open Internet Explorer.
She said "Aren't you going to do that for me?"
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