Simple Ground Rules..

[dmsalem00.livejournal.com]

Volume 1: To the customers.

1. Scream at my tech all you want, I'm not replacing your 3rd party modem, especially when you're two years out of contract.

2. Ma'am, I *AM* a supervisor. You're not getting any further up the ladder than me.

3. No, I'm not issuing you a system exchange. I don't care how many times you've called in b/c you've screwed up windows. THAT's not our fault.

4. I don't care if AOL told you to call us. You didn't even buy your computer from us. Did this just not occur to you?

5. If you're such a freakin genius IT guy, why don't you know how to get into BIOS?

6. Speaking of that, the only reason you're IT for your company is b/c you know more than the next person down.

7. You're a professional? Guess what, so am I.

8. I don't care if some third-party technician told you a year ago that it was probably a problem with your "home board", I'm not sending you a new one until you swap that damn keyboard.

9. No, I'm not sending you a Windows 98 CD. Windows 98 has been EOL for years. It's not my fault Rent-A-Center sold you a computer without operating system disks. That was a year out of warranty. That shipped with Windows 95.

10. I realize that THIS computer won't boot to the hard drive. No, I'm not replacing your hard drive on that fact alone. Go to the fkn library, download the diagnostics program, and run it. Now. Get off my phone.

Comments

[zercool.livejournal.com]

Excuse me, I take great exception to number one... don't scream at the tech. We don't get paid enough to get screamed at. Someone screams at me and I transfer them to the supervisor. :-)

[dmsalem00.livejournal.com]

Yeah sorry, I didn't mean that to look like I was giving permission to scream at the tech.

My people know I'm there to take an escalation the moment they ask for a supervisor.

And I usually tell them the exact same thing the tech was telling them. Just in my "voice of authority."

"No. You can't have a system exchange. No. We're not sending a technician to fix windows. No. Now get on your knees, open that system, and do what my tech tells you to do."

[zercool.livejournal.com]

My manager is disgustingly smooth at quieting down upset people... and usually reverses everything I've just told the client. "Sure, we can do that, of course we can, no problem..." ::mutter::

[dmsalem00.livejournal.com]

God I hate managers that do that >=/

My techs are smart enough to know when they're in the right. I usually don't have to take an escalation unless the cust is a total moron, and just wants a fight. Then I give it to them.

right on

[xdownfornowx.livejournal.com]

after the shitty pay, I'd love a high paying job where I get screamed at all day. Its the stupidity of end users that makes me want to cry. Cry, and lobby my congressman to license computer users.

Re: right on

[dmsalem00.livejournal.com]

hah.

see my comment i made on your last post.