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How do they keep their jobs?
Jul. 31st, 2002 02:47 pm![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
teriwyn.livejournal.comIn my location, we are geared toward helping customers. Employees who have the service on a per gratis basis usually do not call, except for minor technical support issues. We are firmly bound to help those employees, but as agents we cannot correct account problems, because it means manipulating ratecodes that are free ratecodes, and that is a big no-no.
One night, this gentleman called in. I use the term gentleman rather loosely, because he was peeved and did nothing to mask it. He'd called in before and we'd repeatedly encouraged him to contact his local Human Resources representative, because his account was set up incorrectly and thusly the modem had been deactivated -- Human Resources being our go-to people when we have a problem with our per gratis accounts.
This suggestion did not phase him, and he was quite insistent that I fix his problem, because of who he is, and so on. And with a supervisor's login and approval, I finally did. (Not my login, no free ratecode permissions.) After that, we got to the point where, after resetting his modem, we needed to have him release and renew his IP address. He did not know how to do this on his own, but he volunteered that he was running Windows 2000. After trying to get him to do the ipconfig /release and /renew commands, and finding that he was typing them correctly ... I began to doubt this man incredibly. Being as subtle as possible, I had him exit the command prompt and go to the system properties. Sugar sweet, I asked him to read out what it said under "System." "Microsoft Windows 98, Second edition" came the reply.
Not so sweet anymore, I made sure to point out his error. "So, you're using Windows 98 and not Windows 2000..." He started rambling about how he's running Windows 98, but that he installed 2000 as a part of it. I hope my words stung. "Uhm, I think you're talking about Microsoft Office 2000, which is not your operating system."
And what was this man's title, which amazed me so?
Technical Operations Director for one of our local markets.
One night, this gentleman called in. I use the term gentleman rather loosely, because he was peeved and did nothing to mask it. He'd called in before and we'd repeatedly encouraged him to contact his local Human Resources representative, because his account was set up incorrectly and thusly the modem had been deactivated -- Human Resources being our go-to people when we have a problem with our per gratis accounts.
This suggestion did not phase him, and he was quite insistent that I fix his problem, because of who he is, and so on. And with a supervisor's login and approval, I finally did. (Not my login, no free ratecode permissions.) After that, we got to the point where, after resetting his modem, we needed to have him release and renew his IP address. He did not know how to do this on his own, but he volunteered that he was running Windows 2000. After trying to get him to do the ipconfig /release and /renew commands, and finding that he was typing them correctly ... I began to doubt this man incredibly. Being as subtle as possible, I had him exit the command prompt and go to the system properties. Sugar sweet, I asked him to read out what it said under "System." "Microsoft Windows 98, Second edition" came the reply.
Not so sweet anymore, I made sure to point out his error. "So, you're using Windows 98 and not Windows 2000..." He started rambling about how he's running Windows 98, but that he installed 2000 as a part of it. I hope my words stung. "Uhm, I think you're talking about Microsoft Office 2000, which is not your operating system."
And what was this man's title, which amazed me so?
Technical Operations Director for one of our local markets.
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