(no subject)

[the-ninja-style.livejournal.com]

Tech calls in, customer can't get inbound calls.
I call our phone backer to make sure phone is still active and in the correct switch.
It is, but they place me on hold to check a few other things.
I switch back to my tech. The fun begins.

Me: OK, they are checking on a few things to see why this customer isn't getting IB calls.
Tech: Can we get the NOC on this?
Me: NOC only deals with major outages.
Tech: THIS IS MAJOR
Me: No, this is one person. Major means entire headends.
Tech: YOU DON'T UNDERSTAND! THIS GUY HASN'T BEEN ABLE TO RECEIVE CALLS SINCE MONDAY!!
Me: And the NOC is going to help us how?
Tech: THATS WHAT THE NOC DOES!!
Me: Nooo they don't. Seriously, this is one customer. You must know them to be THIS upset.
Tech: WE NEED THE NOC!
Me: *Laughs because it's utterly ridiculous*
Tech: YOU THINK THIS IS FUNNY?
Me: Um... yes.
Tech: I WANT YOUR SUPERVISOR.
Me: *Looks over at sup who is all ready laughing so hard he's crying from the call* I'm sorry, he's currently away from his desk.
Tech: This is insane!!
Me: OK well I'm going to get back to our phone backer now....
Tech: *Hangs up*

Comments

[tadiera.livejournal.com]

Yesterday I took my first few cellphone support calls. I'm due to get full training, but they threw me in on the "easiest" queue with some basic training. I've been doing DSL tech support for a long while now, so it was really just a change in system and making sure I sat near people I could ask questions of.

The biggest thing I noticed is that... the tier 1 (essentially sales team) has no idea what they're talking about. I had one go on about the customer's issue and his voicemail isn't configured right in the system and he's getting error codes, etc... My head is swimming, but I tell them to put the customer through.

Customer: "I had a temporary number, but I ported my own telephone number over and I can't get into the voicemail. I'm guessing it didn't port my password."

... Well then. Tier 1 never explained any of that.
Reset the PW to the default, just in case.
Have customer try.
Voila.


It makes my brain hurt when Tier 1, etc, tries to puff themselves up and look big. It makes things harder on everyone else.

[canray.livejournal.com]

"Give me your SUPERVISOR!"

"OK." *Takes Off Headset, Hands To Supervisor Standing Behind Me*

"Hello, I'm $Supervisor. ... Yes, I did hear what he had to say. I could also hear you despite the fact that he's wearing a headset. ... No, I'm not going to apologise. You were being offensive and borderline racist against him. ... No, I don't just have his word for that, as I said, you were yelling so loud I could hear you. But this call was recorded, and I will be reviewing it as well. ... Damn, he hung up."

"'Salright. So, whatta think I'll get on it?"

"Moderate. Wish I could give you more, but you didn't do what the person wanted. Even if it is anatomically impossible."

"Anatomically impossible, and carrying a baseball bat in here would constitute cause for being ushered out for having a weapon."