Customer: “I have just received your software, but I have these plastic things, what are they?” Tech Support: “Could you describe them please?” Customer: “They are black plastic, thin, and square.” Tech Support: “Anything else?” Customer: “They have a metal bit on one edge.” Tech Support: “Disks?” Customer: “Well, I don't know, do I? I just brought your package. What do I do with them?” I see a horrible call ahead, and the customer is quite irate already. Tech Support: “Put the disks in the...