Saturday, April 20, 2013

Thank you, Mohini

I have been so busy setting up my new computer I haven't had much time to use it! Events have conspired to shorten my time at home lately and much of it has been spent trying to transfer photos, music, and documents from my old computer to this one. There's a marvelous little tool called a migration assistant tucked in my applications folder but apparently we didn't understand each other. I wanted all my music, all my documents and all my photos to migrate. The MA didn't get that so I've had to resort to various subterfuges (my favorite is Dropbox) to makes sure nothing got left behind. It's been a tedious, weekend-long project.

The newer version of Microsoft Office I purchased required a pin number to activate and of course, it didn't. It was a valid pin, said the first person I called at Microsoft. Perhaps, she suggested, I should call the retailer and get them to activate my card. Turns out they already had. My second, rather impatient call to Microsoft was answered by a woman in India, where it was three o'clock in the morning. She met my slightly frantic tone politely, assuring me that she could help. Then she did something that amazed me - she asked permission to tap into my computer so she could see what I was doing and wham! just like that this person, thirty years my junior and from the other side of the world, was moving the selection arrow around on my computer. I still don't understand how a radio works; this kind of technology is far beyond my comprehension. With a few clicks accompanied by a concise explanation of what she was doing, she activated my download and set about installing the latest updates.

While the little vertical barbershop pole wound its way along the bar, we chatted. We called each other by our first names, Mohini and Pauline. She asked about the weather here and told me how hot is was there. We talked about advances in technology and how she had to constantly train to keep up with it all so that she could be of help to callers. We discussed the difficulties of language barriers, and of always being patient with people while they sorted through their frustrations online. She was the personification of patience and helpfulness and before we knew it, the program was up and running.

Mohini's graciousness, her infectious laughter, her enthusiasm for her job, came across the phone line and changed the way I thought of people on the other end of helplines. We who have technical problems are impatient to have them solved. We've paid money for a product and we want it to work perfectly. But little in life is trouble free. Thank goodness for the Mohinis of the world who, with expertise and grace under pressure, teach us more than how to use our computers. They teach us that kindness and patience are far more valuable than the machines they are helping us to understand.

17 comments:

Molly said...

What a great ambassador Mohini was! As well as great tech support!(If I sound like I know what I'm talking about, fear not....it's all done with smoke and mirrors. My hat's off to you to even try to set up something like that. Have you seen the movie "The Best Exotic Marigold Hotel?" If not, check it out. I think you'd love it!

Out on the prairie said...

I hate to read directions and often meet nice techs.

Peter Bryenton said...

Mohini would also have benefitted from the positive exchange P.

Tabor said...

I also have found people on the other side of the world more patient with my problems than those here!!

Mohini Verma said...

Thank you so much Pauline for such nice lines for me..and for adding a blog for me in this blog list..:)
I shared this blog with all of my friends, I really can't express how happy I am to read this blog..This was the best thing I had ever got in my whole life..

I really Thank you a lott...:)

steven said...

every so often a person who isn't carefully protecting their very humanness appears and it's so happy-making pauline!!! steven

Pauline said...

Molly - I did see, and love, that movie!

OOTP - I've had some very frustrating experiences but this was an exception. Mohini was not only helpful but enthusiastic and friendly.

B - I hope she enjoyed our conversation and contact as much as I did. From her comment, it would seem so.

Tabor - you are right. So often I've found help from the US techs is far less congenial or helpful. A pity.

Mohini - my program is working beautifully. I will think of you with gratitude whenever I use it!

Steven - happy-making. Exactly! And I can think of no reason why such exchanges can't be pleasant as well as helpful!

Judith said...

Pauline and Mohini---
The pair of you are amazing!

Hilary said...

I love that you took the time to write about Mohini and the help she was able to give you. I wish that she could see your post. I'm glad that others can.

Too often, the response to outsourced help is met with eye rolling and irritation - as if the distance between continents or a less familiar accent can erase the knowledge the tech possess. Thanks for this post.

Pauline said...

J - it was such a heart-warming conversation.

Hilary - I was so touched by her interest. She did see my post and even commented. And speaking of comments, many thanks for the POW award for my poem!

Friko said...

I had equally great service from my Mac helpline. I am ashamed to say I never thought to write about it. Perhaps I still can.

Pauline said...

Do, Friko - I'd love to read it.

TexWisGirl said...

i love this. thanks for spreading some good customer service and gratitude for it. the helplines get a lot of grief...

congrats on your POTW!

Daryl said...

congrats on a POTW!

Gail Dixon (Louisiana Belle) said...

I am usually so impatient with tech help from overseas. Good for you to prove that there are some good ones out there. Congrats on your POTW. :)

Barbara Shallue said...

What a wonderful post, Pauline. I've found the more patient I am when I have to call for help, the more I feel blessed by the whole experience. You just explained it so well. Congrats on the POTW! I'm glad I didn't miss this one!

Pauline said...

TexWisGirl - thanks. Mohini opened my eyes a bit, always a good thing.

Daryl - thanks for stopping by to read and comment :)

Gail - I'm learning to be more patient.

Barbara - I'm finding there's always room to be a little kinder than necessary.