How about Mute 101 for everyone?

Help-desk tech is on the phone for quite a while trying to help out a user, and it's clearly getting frustrating, reports a pilot fish on the scene.

"Finally the tech stood up, looked around and said, 'I got an I-D-10-T on the line, requesting to speak to a tier-2 tech.'

"After the call was transferred to a tier-2 tech, the tier-2 looked up at my co-worker and just shook his head in disbelief. Seems my co-worker never put his phone on mute and the user was writing down the so-called 'code.' figuring it was of some importance.

"After a few minutes, the user put two and two together and gave the tier-2 a piece of his mind.

"Needless to say, the whole help desk got Training 101 on the mute button.

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