SCRIPT BLINDNESS
Recently I needed to ask for telephone help to access an account I hadn't used in awhile. I'd forgotten the entry sequence and just wanted a quick, two sentence reminder: "First you do this, then you do that. That's all there is to it." Unfortunately, that's not what I got.
For close to 15 agonizing minutes I sat there biting my nails and listening to the person on the other end of the phone repeat the same information at least twice even though I got it the first time. That was only the beginning.