Very good point. Eliminating shame gets them to be interested and ask good questions.
I have been side by side when someone got scammed. They’re fucking scum.
She had the windows support scare ware. Called the number. They walked her through putting the remote desktop software. 10 downloads on the queue so they were patient.
Called while i was looking to see damage. Blocked number. They called again from a private line still in character as Microsoft support.
She had 2 factor because her daughter got her to do that so she was safe.
Shit is scary.
Geat point. Yes. It’s a customer service job first. The it aspect is secondary to being able to connect with them.