Hello, everyone!
Sep. 1st, 2009 11:28 pm![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
tanamiya.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryGot a coulpe of stories to share. Glad I found this community!
The first one happened a few weeks ago. I work in a tech room joined with a large retail store, not to name any names. Our tech room is the best in the district, bringing in the most money, with the least amount of hours budgeted. So, of course, our District Manager decides to come in. You'd think he's there to see everything we're doing right and give pointers to the rest of the district. No, he comes in, tells us we have too many shelves, too many spare parts, and that we need to reorganize everything and throw all the unneeded stuff away. "You want me to throw away our USB printer cables?" I ask curiously. "How will you expect us to hook up and test printers?" His answer? "Oh, you can always buy another one from the store." Err... Also, his idea of reorganizing things is taking boxes on the shelf two inches off of the floor, and put them on the other side of the room, on the floor, so we'll have more shelf space to work with. Yeah. I'm sure I'm not the only one who's suffered under management that needs to manage...
The other story, of course, comes from our customers. It's back-to-school time, and everyone's got their computers in for repair, and everyone's buying brand new computers and getting us to update them and get them all set up. And remember how I said our room has the lowest budget for working hours? ...I'm working on ten computers at once, installing Norton here, getting updates there, oh, there's a recovery disk burned... and the phone rings. A customer's having problems with his router. "My Internet is too slow," he explains to me, "And I need it fixed. Can you help me?" We're in-store service; you bring your computer in and we get it fixed. There's not a whole lot we can do over the phone. I explain to him that he can bring it in and we can check it out, but if it needs replacement parts (he was convinced his ethernet port was bad and it needed to be replaced) it could take about a week to get in. So, of course, he complains that the service here is too slow, that he spends thousands upon thousands of dollars a year, and he'll consider this experience the next time he wants to make a purchase, blah, blah, blah... I'm standing there for a good five minutes, just listening to him rant about how slow our service is, and how important he is, while I'm watching all the computers on my bench, one by one, get to a screen where they need to be prompted to continue...
Needless to say, I finally got fed up. "I'm sorry, sir, but the reason our service is so slow is because our technicians are being pulled away from their work to listen to self-important people rant. All of our customers are important, and if you think you're more important than the ten customers I'm serving right now, I'm afraid you're quite mistaken. Bring your computer in and we'll check it out once its turn comes around. Have a nice day."
I got written up, but it was worth it.
Thanks for the rantage. =D
The first one happened a few weeks ago. I work in a tech room joined with a large retail store, not to name any names. Our tech room is the best in the district, bringing in the most money, with the least amount of hours budgeted. So, of course, our District Manager decides to come in. You'd think he's there to see everything we're doing right and give pointers to the rest of the district. No, he comes in, tells us we have too many shelves, too many spare parts, and that we need to reorganize everything and throw all the unneeded stuff away. "You want me to throw away our USB printer cables?" I ask curiously. "How will you expect us to hook up and test printers?" His answer? "Oh, you can always buy another one from the store." Err... Also, his idea of reorganizing things is taking boxes on the shelf two inches off of the floor, and put them on the other side of the room, on the floor, so we'll have more shelf space to work with. Yeah. I'm sure I'm not the only one who's suffered under management that needs to manage...
The other story, of course, comes from our customers. It's back-to-school time, and everyone's got their computers in for repair, and everyone's buying brand new computers and getting us to update them and get them all set up. And remember how I said our room has the lowest budget for working hours? ...I'm working on ten computers at once, installing Norton here, getting updates there, oh, there's a recovery disk burned... and the phone rings. A customer's having problems with his router. "My Internet is too slow," he explains to me, "And I need it fixed. Can you help me?" We're in-store service; you bring your computer in and we get it fixed. There's not a whole lot we can do over the phone. I explain to him that he can bring it in and we can check it out, but if it needs replacement parts (he was convinced his ethernet port was bad and it needed to be replaced) it could take about a week to get in. So, of course, he complains that the service here is too slow, that he spends thousands upon thousands of dollars a year, and he'll consider this experience the next time he wants to make a purchase, blah, blah, blah... I'm standing there for a good five minutes, just listening to him rant about how slow our service is, and how important he is, while I'm watching all the computers on my bench, one by one, get to a screen where they need to be prompted to continue...
Needless to say, I finally got fed up. "I'm sorry, sir, but the reason our service is so slow is because our technicians are being pulled away from their work to listen to self-important people rant. All of our customers are important, and if you think you're more important than the ten customers I'm serving right now, I'm afraid you're quite mistaken. Bring your computer in and we'll check it out once its turn comes around. Have a nice day."
I got written up, but it was worth it.
Thanks for the rantage. =D
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no subject
Date: 2009-09-02 05:05 am (UTC)*hands you cold beverage and 50 gold coins for the ownage of the customer*
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Date: 2009-09-02 05:06 am (UTC)no subject
Date: 2009-09-02 05:59 am (UTC)Never say "We only do in-store" when they describe the problem, ask them what time they're bringing their machine in. The trick is to take control of the conversation and lead them to the point where you you can say "Thank you and have a nice day *click*"
And rum. Lots of rum.
no subject
Date: 2009-09-02 05:58 pm (UTC)no subject
Date: 2009-09-02 06:22 am (UTC)And yet, if you'd posted this on customers_suck, despite its name, 10 mods would have pounded you into the dirt for being "rude". Fsck those guys.
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Date: 2009-09-02 11:39 am (UTC)no subject
Date: 2009-09-02 01:39 pm (UTC)I never knew Macs could get infected, but hers was severely.
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Date: 2009-09-02 06:11 pm (UTC)no subject
Date: 2009-09-10 08:14 pm (UTC)I never knew Macs could get infected, but hers was severely.
Oh God, what did it have? O_o
I've never had a virus or any kind of spyware/malware on any of the Macs I've owned. She must be especially talented! :P
no subject
Date: 2009-09-02 06:03 pm (UTC)Hmm...depending on what kind of phone you have, maybe put him on speakerphone? :) Or if you have a headset, walk around with him buzzing in your ear while you're thinking happy thoughts of rum and Coke? That's what gets me through my day... plus, if he's on speakerphone, you have witnesses who can laugh at him if he acts up.
Good luck in there! :D
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Date: 2009-09-02 06:51 pm (UTC)no subject
Date: 2009-09-04 03:00 am (UTC)no subject
Date: 2009-09-02 08:30 pm (UTC)