Newbie Orientation
Mar. 28th, 2005 12:25 pm![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
ravenshrinkery.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoverySince I'm bored today, I wanted to pose a question to everyone.
To everyone who works phone support/helpdesk or has in the past... assume you were designing a training program for new hires. This would be the training that you actually NEED to do the job. Every job I've been trained for I found to have 90% blabber and 10% useful info. What goes into that 10% that you'd want your coworkers to know before they ever take their first call?
I find myself thinking that intelligent use of the mute button, including practice, is very important. Easiest way to get a writeup on all the desks I've worked on was to swear at a client.
Acceptable use policies for systems - installing World of Warcraft (or bringing in your personal system to play it on the company netrk!) isn't allowed. Ever read those license agreements on all the crapware you put on the computer? I don't, but I know our lawyers do. And when they get upset and have the power to do something, it's not good.
Support people - if it's within the scope, do it. If it's not, don't. The best way to ease your pain is to be able to makethis judgment quickly and convincingly.
Don't threaten a customer unless you are ABSOLUTELY sure you are right. Odds are we'll be eating crow and you'll get to sample it first.
(to outsourcers) Yes, our client sucks. They know this, but we must never tell them or their customers this. This means talking too loudly behind people taking calls.
If you know it's illegal, researching it on company time is not the brightest idea. Same goes for any material that gets you off.
Show up. On time is preferable. Ready to work is even better.
If you break it, tell someone you broke it. We aren't going to beat you senseless for it unless it was really dumb. If you don't tell us, we will beat you for it. Even harder still if it was really dumb.
The customer is always right in their own mind. You are effectively changing their reality so their preconceived notions fit their situation. Teaching them didn't work in school any better than it does on the desk.
Yes, many of these are applicable to any job, but they seem to be a problem for the techs in my office. Dimenional lumber is good for solving these problems and should be used vigorously if the offense warrants.
To everyone who works phone support/helpdesk or has in the past... assume you were designing a training program for new hires. This would be the training that you actually NEED to do the job. Every job I've been trained for I found to have 90% blabber and 10% useful info. What goes into that 10% that you'd want your coworkers to know before they ever take their first call?
I find myself thinking that intelligent use of the mute button, including practice, is very important. Easiest way to get a writeup on all the desks I've worked on was to swear at a client.
Acceptable use policies for systems - installing World of Warcraft (or bringing in your personal system to play it on the company netrk!) isn't allowed. Ever read those license agreements on all the crapware you put on the computer? I don't, but I know our lawyers do. And when they get upset and have the power to do something, it's not good.
Support people - if it's within the scope, do it. If it's not, don't. The best way to ease your pain is to be able to makethis judgment quickly and convincingly.
Don't threaten a customer unless you are ABSOLUTELY sure you are right. Odds are we'll be eating crow and you'll get to sample it first.
(to outsourcers) Yes, our client sucks. They know this, but we must never tell them or their customers this. This means talking too loudly behind people taking calls.
If you know it's illegal, researching it on company time is not the brightest idea. Same goes for any material that gets you off.
Show up. On time is preferable. Ready to work is even better.
If you break it, tell someone you broke it. We aren't going to beat you senseless for it unless it was really dumb. If you don't tell us, we will beat you for it. Even harder still if it was really dumb.
The customer is always right in their own mind. You are effectively changing their reality so their preconceived notions fit their situation. Teaching them didn't work in school any better than it does on the desk.
Yes, many of these are applicable to any job, but they seem to be a problem for the techs in my office. Dimenional lumber is good for solving these problems and should be used vigorously if the offense warrants.
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