(no subject)
Dec. 12th, 2005 05:39 pm![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
katyism.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryI wanted to briefly bitch...
We do not support home networking. It is stated in the policies of our support center, and we (well, at least I do) quote that policy when a customer calls in asking for help with their home networking issues. It so happens that when I quote that policy, the user will say something along the lines of "Um, I called you guys last semester for this and $some_dude helped me get it fixed up, can't you just tell me again?" And I have to say no.
Why? Because I don't do home networking. I am not as experienced with it as most of my co-workers. And they have put me in a very irritating situation by supporting home networking for customers in the past, and causing those customers to expect us to do that for them every time. Guess what - home networking is NOT one of the skills required by this job. It's great that my co-workers are able to support it, but they're not supposed to. And when they "go out of their way" on a "slow call night" to help a user with a home network issue, those users are appreciative and keep calling back. Which works out great until those expectant users talk to someone who isn't able to help. Me.
They curse at me, whine that "the last 5 guys I called tonight helped me configure my router, why can't you?" I don't want to say "because I don't know how, dammit!" even if that's true, because that would cast a bad light on the whole organization and cause the user to totally lose respect for me, a supposed guru. They would say "I see, well, maybe you shouldn't be working there answering the phones since you're the only person I've talked to who can't help me". I don't like quoting the policy that we do not support networks, because, obviously, my co-workers are suppporting them just because they can and no other users are calling with pressing needs. If I quote the policy I get whining from the user again that "the last guy helped me, can I just talk to HIM?"
So what should I do? Should I ask our supervisors to actually enforce the no-home-network-support thing here? Should I confront the main offending co-workers personally? I mean it doesn't have to be home networking, my coworkers will offer support on any number of things they're good at if they can even if the rest of us, our knowledge base, and Google can't help. That leaves the rest of us no resources if that person is gone or busy when his previous user calls back for more help on whatever it is we aren't supposed to be supporting at all in the first place.
We do not support home networking. It is stated in the policies of our support center, and we (well, at least I do) quote that policy when a customer calls in asking for help with their home networking issues. It so happens that when I quote that policy, the user will say something along the lines of "Um, I called you guys last semester for this and $some_dude helped me get it fixed up, can't you just tell me again?" And I have to say no.
Why? Because I don't do home networking. I am not as experienced with it as most of my co-workers. And they have put me in a very irritating situation by supporting home networking for customers in the past, and causing those customers to expect us to do that for them every time. Guess what - home networking is NOT one of the skills required by this job. It's great that my co-workers are able to support it, but they're not supposed to. And when they "go out of their way" on a "slow call night" to help a user with a home network issue, those users are appreciative and keep calling back. Which works out great until those expectant users talk to someone who isn't able to help. Me.
They curse at me, whine that "the last 5 guys I called tonight helped me configure my router, why can't you?" I don't want to say "because I don't know how, dammit!" even if that's true, because that would cast a bad light on the whole organization and cause the user to totally lose respect for me, a supposed guru. They would say "I see, well, maybe you shouldn't be working there answering the phones since you're the only person I've talked to who can't help me". I don't like quoting the policy that we do not support networks, because, obviously, my co-workers are suppporting them just because they can and no other users are calling with pressing needs. If I quote the policy I get whining from the user again that "the last guy helped me, can I just talk to HIM?"
So what should I do? Should I ask our supervisors to actually enforce the no-home-network-support thing here? Should I confront the main offending co-workers personally? I mean it doesn't have to be home networking, my coworkers will offer support on any number of things they're good at if they can even if the rest of us, our knowledge base, and Google can't help. That leaves the rest of us no resources if that person is gone or busy when his previous user calls back for more help on whatever it is we aren't supposed to be supporting at all in the first place.
![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}