I consider myself a VERY patient person. In fact, it is a necessity in my line of work. Most of my day is spent assisting people with processes that are seemingly very simple to me, but does not make sense to everyone. But, today, I ran out of patience.
I had a 30 minute phone call today with someone who may want to consider not using a computer…
The first 5 minutes were spent trying to explain what a browser was, and that BING was NOT the browser and typing the web address into the search field was not going to work.
Then we had to discuss WHERE to type in the web address (when I asked what was in the white bar at the top of the screen I was told “H T T P two dots on top of one another and two slanted lines”)
Once we finally got to the correct website for registration, I was asked if everything was to be entered exactly as it was to be printed on the badge (not a terribly uncommon question); then, “do I just enter my e-mail address like normal?” I actually said, “I’m sorry, I’m not sure how to answer that question”
So we make it 2 more screens, and then this is the tricky part… creating a password. Our system does not have any requirements such as word length or must contain a number, HOWEVER, it does tell you if your password is weak, medium, or strong. This person typed in a password into the first field, and when it showed weak beneath the field, typed WEAK in the “confirm password” field… then hit continue… which of course it gave a warning and loaded the page again. This person re-read everything on the badge, confirmed, and again hit continue (without changing anything). They then proceeded to get frustrated, WITH ME, because it kept re-loading the same page. So I asked if there was a red bar with a warning at the top of the page. “I’ll just hit continue again” again I ask – “Is there a red bar with a warning at the top of the page?” Customer says, “Yes, it says passwords do not match. What does that mean?”
O…M…G – really!? Calmly I proceeded to answer that it probably meant that what was typed in the first password field did not match what was in the second password field.
OK – Yay – we get pass the password created. Then to the demographic questions… oh no, shoot me now! I had to say – “I don’t know, what DO you <insert question here>” for EVERY SINGLE QUESTION!
Phew, we made it through the questions, we’ve hit continue, the last screen before payment is a bunch of up-sell options so I try to just make things easy and say “bottom button on the left says Complete Registration, select that” before even listening to anything was read to me. And it worked! THEN the really horrible part…
the VERY last screen in our process is the payment screen, where you enter a credit card… This person says, Oh, I don’t have the company card, I’ll have to send this over to work, can I just print this screen? Nope… our registration must be done in one sitting… we’ve just spent 30 minutes of anguish for NOTHING!
Me: “I’m sorry, but payment is due at the time of registration, you’ll have to start the registration over when you have the form of payment as it must be completed in one sitting”
Customer: “oh, you mean I have to pay for the registration? I can just save all this right? It’ll be there when I log back in, correct? Well, that was a waste of time, I guess I’ll just have the office register me, good bye” Click…
Yup… I will forever be asking if someone has a credit card to pay for the registration BEFORE doing anything from now on.
Lesson learned, Good night!