I did this: * Ignored the caller's pressure and sense of urgency. * Repeated every phrase she told me with a question mark added: "My computer is slow, eh?"

I did this: * Ignored the caller's pressure and sense of urgency. * Repeated every phrase she told me with a question mark added: "My computer is slow, eh?" * Every time she said "Yes", I asked my own question: "What department do you say you work for?", "Who is your manager?", "What number should I call if I need more help from you?" I never let her lead, never said Yes or No and never acted like an ahole. I was nice and calm. In five questions she got very nervous and hung up.