Well whaddya know... another Tuesday... today is quality day at the zoo. God I love being a cube-monkey. It's SO rewarding. Thank you for calling Roadrunner technical support, this is Rage, how may I help you? Don't you just love it? I can help you with your issue. If for some reason I cannot, I will get you into contact with someone who can. One more time "We DO NOT run scandisk on this account." For those who didnt hear me, "We DO NOT run scandisk on this account." Everything you do on the phone should be polite and professional. Let the customer HEAR you smile. The customer can hear your fear. Do not let the customer run over you. You ARE the computer genius. Take control of the call. Do not forget to use WE words. As in we, us, lets, we're. We are going to do the exact thing we have the customer do. Anyways... write again soon.