dejected_warp_core, 1 year ago (edited 1 year ago)

Same story here, actually. I cut my teeth on internet telephony (modems) support for an ISP. People would call up furious about not being able to connect. I learned that chatting people up during a long Windows reboot did a lot to humanize their struggle and get them to calm down and loosen up. First few times were organic, then I started looking for pretenses to do this, just to bring the temperature down for the rest of the call.