Sometimes being in customer service is like. You lead a horse to water. The horse stares at the water, then looks back at you and says, “I need water.” You point to the water that is right in front of the horse and say, “There it is.” And the horse says, “I don’t know how to drink.”
And you’re a little taken aback because you thought that part didn’t need to be explained, but whatever. You give a full demonstration on how to drink the water that is right in front of the horse. You even give the horse a page of instructions with pictures on how to drink the water that is right in front of the horse.
And the horse just stares at you and doesn’t read the paper and keeps saying it doesn’t know how to do this and it really needs water because it’s thirsty, and isn’t this your job?
So you drink the water, pointing at your mouth and throat the entire time, thinking that surely if the horse sees you do it, then it will understand and drink the water itself. But it still doesn’t.
Finally, you sigh and say as gently as you can that look, buddy, I don’t know what else to do for you. This is as simple as I can make it; I can’t hook you up to the water and make it enter your body automatically. At some point you have to at least try to do it yourself if you want to not be thirsty.
At which point the horse demands to speak to the manager because the horse is dehydrated and it’s all your fault for “refusing to help.”