Hello...tech support ma'am? Listen and weep

Oh my Holy G! This is what happens when you field out people without (1) proper screening and (2) proper training. Remember that in outsourcing, it is not just headcount alone that matters, but also the quality of people in your team.

It's not the technical support guy's fault that he's an idiot who happened to have been handed a job that required analytical and verbal communication skills, and for which he was obviously ill-equipped. At least, it was not his fault entirely; the guy needed work and call centers are lifelines to thousands of people on this part of the world.

What is at fault here is the outsourcing firm that employed him and allowed him to hold court without the necessary preparations. And to be honest, this is a good example of why we should quit calling people "sir" or "ma'am," and for older people or people of higher positions to stop expecting others to address them as such. There is a fine line between providing good customer service and servitude.