A young man came into the callers office today and asked me to 'go on the internet' and change the address on his parcel. I was momentarily confused. I asked for clarification. He said he wanted to send the parcel to the reception instead of his flat. The parcel had been dispatched and he was not able to change it, but I could, by some magic, alter the label that was on his parcel. I tried to explain in words of one syllable that this was not possible. He left making a sarcastic comment as if I had been unhelpful.