Angry Patron Scenario

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  • Patron at IT Desk:  Your printer has given my laptop a virus! IT Clerk:  I’m not sure I understand.  Can you explain what you mean?
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  • Patron:  You don’t understand what a virus is?  Why would they have you working at the computer desk!  I used your “Print from Anywhere” service yesterday because my printer is broken.  Now, every time I open my browser your printer page comes up.  It used to automatically open to my email and it doesn’t do that anymore.
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  • IT Clerk:  I’m sure it’s not that serious. Do you have your laptop here?  Maybe we could take a look at it together? Patron thinks:  Why's she so calm?  Does she not realize how catastrophic this is?  I have all my work and personal files on this computer. Obviously everybody here is incompetent and they don’t even care about me!
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  • Patron says: Well, OK, but if I lose any of my files, the Library is going to pay, and if you can’t fix this, I demand to see your Manager!
  • IT Clerk: Look, let’s close the browser and then re-open it.  See?  It opened right up to your email this time.  Problem solved!  There was no virus after all. Patron:  If you’re sure it’s solved, I’ll take your word for it, but I’ll be back if I have any more problems.
  • Patron thinks: I’m not sure if she was being nice or condescending.  She seemed awfully smug when she said “problem solved”.  He probably thinks it’s hilarious that an old man got confused, but she doesn’t understand how important this computer and all the files on it are to me.
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