I am a call center tech support rep for a big DSL provider, and my co-worker R is on a higher skill set than I am and the calls he gets (1-800-CALL-A-REP)* are our company's version of Geek Squad. He happened to get one call in the morning where one customer had two technicians at her house possibly from overbooking and one of the technicians asked R how to hook up a modem. Then he had another call later on where a technician was at the customer's home and R had to tell him how to go into command prompt! Sheesh, where do they get those numbskulls?!!
*Changed for privacy
*Changed for privacy
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