techrecovery | entropy always increases... (Reply)

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.