Our company has a number of customer support reps that work from home and while great with customers aren't necessarily technologically savvy. One in particular from today was a very nice lady, but older and can barely use the computer that is essential to her job.
Last week it came time to replace her computer (that was already old when assigned) for a newer one. Setup of new CSR machines are pretty simple since they basically use only 2 programs: One is their phone application that connects to our call service, and the other is chrome. Everything else (including email) is accessed online.
$me: Just to double check, are there any other programs you need on your new machine?
$CSR: I don't know how to install anything so I only need what you guys put on the last one
$me: And you have all the information and documents you need saved to google drive?
$CSR: I have some things saved in my email - am I going to have to set up a new email account?
$me: No that's fine, once you log into your email on the new computer everything will still be there for you.
I proceed to setup the new machine for her, she comes in today after the weekend to pick it up and drop off the old one.
$me: Do you want to hang out and check to make sure I got everything set up correctly for you? That way if there is an issue I can fix it for you right now?
$CSR: No, I'm parked illegally so I shouldn't stay long! I'm sure it's all fine! Bye!
Of course two hours later I get a call from her:
$CSR: I thought you said you set up the computer for me! None of my information is on here!
$me: Remember you saved all of your information to your google drive? You'll just need to open chrome, log in, and it will all be exactly the same way you had it.
$CSR: But I don't know my login information! I had it saved in my email but I can't find the email on this computer.
$me: (not sure why she has her login info stored in her email but leaving that alone for the time being) Okay, well then you can just go to [emailserver].com and login and you'll have access to your emails just like before.
$CSR: No, no, no, I mean I can't find the email on the computer itself. I always used the computer's email not the internet's email - it never had me login so I don't know how to do that!
We do give our employees the freedom to use a couple different email clients if they choose via POP3/IMAP but that was far beyond what this particular user could have figured out.
$me: Okay, do you mean you were using outlook before? Did someone set that up for you when we gave you the old machine?
$CSR: I don't know - my brother was in town when I started so I just gave the computer to him to figure out and he showed me which buttons to click.
$me: eyeroll Okay, sorry about that, you didn't mention that you needed that program.
$CSR: Well email isn't a program.
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