Re: Give the guy a break...
To quote:
"Me: Click on ths "Start" button
Him: Where's that?
Me: you know, the one that you click on to see the programs that you have installed?"
Wow, yeah, you're right - it's a *total* surprise that the customer gets wound up with responses like that...
I think that a lot of the complaints tech support workers have are self-inflicted, although probably only due to a lack of training. For example, the above exchange is simply not acceptable. With the customer's response you should instantly realise that you're going to have to use a specific sort of language and adapt appropriately. Perhaps something more useful would have been:
"It's in the bottom-left-hand corner of the screen and has Start across it. Click on that. A list pops up, and is Settings fifth up from the bottom. Click on that and another list appears to the right - do you see that? What's the option at the top? Ok, click on Control Panel... " etc. etc.
Now that you're giving simple driving directions (ie Left, Right, 3rd one down, click), you now have EVERY right to get upset if the customer has issues ;-)