A slow night
Nov. 20th, 2006 03:59 am![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
attackgypsy.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryTonight was kinda slow here, as normal Sunday nights are. Took about 30 calls. Only one really stood out.
Call came in at 10:15. Modem was NFOS (Not Found On System) Which means it had been offline for 24-48 hours. Cust had new carpets put in. Ok, that explains it. Went thru all of diagnostics, including taking the modem out to the main line coming into the house, and still no signal. So I went about setting up a service call. And since there is a holiday this week, there were no evening service calls until Monday the 27th.
Lady blew a gasket. I explained that this was probably a wiring problem, but I couldn't tell exactly where the problem was, thus the tech call. She said "it had to be something little to fix" To which I replied that the modem has been offline for at least 24 hours. "No, it was working yesterday" To which I said Yes, that was more than 24 hours ago. She wanted a supervisor.
Supers aren't available. So I grab one of the leads. I'm listening while he's talking with her. He did the exact same thing I did. She called me every name in the book from idiot to moron. I look at Frank (the lead) and mouthed "May I?" He grinned and nodded. Then I said "I'm still here, Ma'am, and I heard every word you said".
She exploded at that. She was screaming about "Why was that idiot still on the phone?" To which Frank replied "Company policy requires the tech to be involved in all phases of the call, from beginning to end." She didn't like that, and wanted me off the line immediately. Frank says "Well, I can do that, but he has the right to refuse, and he can go listen to the recording 30 seconds after the call ends". Well, she freaked some more about that. "Ma'am, All calls are recorded. You were notified of that at the beginning of this call."
Finally, she calmed down, and took the tech call, not for Monday, but for the next Thursday, 3 days after the one I was setting up. She actually wanted one for tonight. By this time, it was 10:45 PM. And Frank, the ever eloquent, said after the call ended "You did fine, she was just being a bitch. She didn't like what you said, so she wanted to hear someone else."
Moral of the story... Be nice to the tech, or it will take even longer to get your shit fixed.
Call came in at 10:15. Modem was NFOS (Not Found On System) Which means it had been offline for 24-48 hours. Cust had new carpets put in. Ok, that explains it. Went thru all of diagnostics, including taking the modem out to the main line coming into the house, and still no signal. So I went about setting up a service call. And since there is a holiday this week, there were no evening service calls until Monday the 27th.
Lady blew a gasket. I explained that this was probably a wiring problem, but I couldn't tell exactly where the problem was, thus the tech call. She said "it had to be something little to fix" To which I replied that the modem has been offline for at least 24 hours. "No, it was working yesterday" To which I said Yes, that was more than 24 hours ago. She wanted a supervisor.
Supers aren't available. So I grab one of the leads. I'm listening while he's talking with her. He did the exact same thing I did. She called me every name in the book from idiot to moron. I look at Frank (the lead) and mouthed "May I?" He grinned and nodded. Then I said "I'm still here, Ma'am, and I heard every word you said".
She exploded at that. She was screaming about "Why was that idiot still on the phone?" To which Frank replied "Company policy requires the tech to be involved in all phases of the call, from beginning to end." She didn't like that, and wanted me off the line immediately. Frank says "Well, I can do that, but he has the right to refuse, and he can go listen to the recording 30 seconds after the call ends". Well, she freaked some more about that. "Ma'am, All calls are recorded. You were notified of that at the beginning of this call."
Finally, she calmed down, and took the tech call, not for Monday, but for the next Thursday, 3 days after the one I was setting up. She actually wanted one for tonight. By this time, it was 10:45 PM. And Frank, the ever eloquent, said after the call ended "You did fine, she was just being a bitch. She didn't like what you said, so she wanted to hear someone else."
Moral of the story... Be nice to the tech, or it will take even longer to get your shit fixed.
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no subject
Date: 2006-11-20 11:29 am (UTC)no subject
Date: 2006-11-20 01:18 pm (UTC)no subject
Date: 2006-11-20 02:33 pm (UTC)"Oh, she was stupid, she told me XXXXX and XXXXXXX and then XXXXXXXX."
"Well, no, actually, what I said was..."
hee.
no subject
Date: 2006-11-20 04:01 pm (UTC)"Oh, well the guy I talked to earlier said..."
"No I didn't, I told you the same thing last time you called that I'm telling you now."
no subject
Date: 2006-11-20 04:10 pm (UTC)no subject
Date: 2006-11-20 06:03 pm (UTC)no subject
Date: 2006-11-20 06:45 pm (UTC)We will advise a user of the proper procedure/resolution/whatever and the user will INSIST on speaking with T, C or our manager (since they've been here the longest). Whomever we transfer them to then repeats, nearly verbatim, what we've said. After repeating the same information a few times, the user THEN accepts it.
Ahh...the fun of support. :)
no subject
Date: 2006-11-20 07:26 pm (UTC)no subject
Date: 2006-11-20 09:00 pm (UTC)Additionally, my clients never bother to say "I wanted a second opinion" at the beginning of the call. They KNOW that if they do that, you're just going to back up what they were told before. We had to institute a companywide policy that the very first thing you do upon bringing up a client in your CRM software is checking previous cases.
no subject
Date: 2006-11-21 01:45 pm (UTC)Ya know, just to mess with them.