Step 1: Establish trust
Reassure the person you’ve phoned by saying that you’re calling from Microsoft and that you’re Microsoft Certified
Step 2: Introduce a problem
Make them a little nervous by saying that, as you’re calling from Microsoft, because of the “international routing” you can tell their computer is infected with “malacious” viruses. Explain that you’ve been receiving error reports from “the computer” at this phone number and that it is urgent that you fix it.
Step 3: Panic
Scare the crap out of the person you’ve called by getting the user to navigate to C:\Windows\inf . Explain that “inf” stands for infected, and that these are viruses. Exclaim in horror that, as it has so many files and folders in there, this machine is badly infected.
Step 4: Save the day
Start to sound reassuring by reminding the person that you’re Microsoft certified and can fix it.


One of my New Year’s resolutions this year was to keep a sort of daily log. 





