entropy always increases...

[zercool.livejournal.com]

call router: (client name) [means they're on the phone for me...]

me: no

me: and please do NOT put my initials on it [don't dispatch it to the open queue with my name on it]
call router: she is asking specifically for you - so what is the big deal if i put your initials on it

me: please don't

me: the problem is that is a priority 1 case and needs attention as soon as someone is available. If you dump it in the queue with someone's initials on it, it will sit there forever.

call router: but in some cases clients would much rather wait for the rep they had been working with rather then explain everything all over again to someone else

me: I really don't care what the client really wants when it's a priority 1 case... if YOU think it's important enough to get a 1, then it should be important enough for ANYONE to handle it.

call router: well excuse me..........1 st off it was (another call router) who put your initials on there, 2 you should take it as a compliment that a client wants you as there rep, and 3 it is our job to help make the clients happy........if it is at there request to sit there for an hour then so be it other wise they call back bitchin because they got a different rep

me: 1 - doesn't matter.
2 - I'm glad they want me, but I cannot guarantee a call back
3 - they can call back and bitch, and you can put them through to (manager), who can ask me, and I'll just tell him that it was a priority 1 call and needed more immediate attention than I could probably give it.

Comments

[boredevilperson.livejournal.com]

It's funny where I work people try to guess who they're leaving a message for. Our voicemail/e-mail system gets passed around from person to person depending on who's not busy (or the least busy)

"Hi Jim this is so and so" when it's John who's watching it then the next time this person calls "Hi John this is so and so" when it's Jane who's watching it. (names are changed ;->)

One time we got a regional VP who was at one of our plants had someone call and ask for John. Well I call back and let them know that John's not in (he was at his mother's funeral) but if he'd give some details as to what's going on I can find someone to help him. So they went back to the VP to get more details. "NO I WANT THEM TO GET JOHN! I WANT TO TALK TO JOHN!"

So after going back and forth on this for a while I give the call to my boss, Jane. So she calls the regional VP directly and gets screamed at. "NO I DON'T WANT TO TALK TO YOU JOHN IS THE ONLY ONE THAT I WANT TO TALK TO" "He's at his mother's funeral" "WELL HOW THE HELL AM I SUPPOSED TO KNOW THAT?? I/T IS A BIG SECRET SOCIETY" (nevermind we have a calendar that shows everyone's vacation days right on the intranet)

After she gets screamed at for a while she gets fed up and transfers it to the director of I/T. For the type of issues that John would handle this guy's the next best person to talk to (not that the rest of us can't solve them mind you) Well then he procedes to scream at the director, so loud you can hear it through his headset around the room. The director finally hung up on him.

John was back in two days later. He called to find out the issue. He had it fixed within 2 minutes. Would've taken the rest of us 10 minutes max.

This VP retired a few months afterwards. ;-)

Again the names have been changed to protect the evil.