(no subject)

[thatvoiceguy.livejournal.com]

Ummm, Folks?

I get it. I get that you’re not a computer expert; that’s my job. I get that you’re calling because you’re frustrated by whatever computer problem you’re having.

I get that you hate having to give your entitlement information every single time you call. Name, location, phone number, department. I get that you want to avoid giving that out all over again, and get right to the heart of your call. Now, here’s what you don’t get.

It’s. My. Job.

I’m required to ask you for this information each time you call, for verification and security. I can be reprimanded or even fired for not doing this.

Think of it this way: if you find it annoying to have to give this information on each call, how mind-numbingly irked do you think I am at having to ask it of you and every other colleague of yours who calls me?

I understand that you may not want to take down your trouble ticket number (actually, I don’t understand why you wouldn’t want this, but I’ll humor you for now); once again, I am required to give it to you. Ignore it, write it down and throw it away, do whatever you like with it, but don’t give me grief for relaying it to you.

Finally: I get that you’re impatient to get to the heart of the matter, but interrupting me ---- while I’m answering a question which you asked --- is only going to piss me off and slow down and/or degrade your quality of service.

Mmkay? Thanks ever so freaking much.

Comments

[megpie71.livejournal.com]

I feel your pain. I also sympathise with the whole business of "I have to give you the trouble ticket number". It gets a bit frustrating when people say "Oh, I don't need it," and you've got the boss standing over your shoulder.

There really needs to be a polite way of saying "I don't care whether you need it or not, I have to give it, so you're getting it."

(I used to say they were a complimentary giveaway, free with each call).

[spacebird.livejournal.com]

I love it that now we don't have to give the number, we just have to offer it.

[lions-tambua.livejournal.com]

*nods silently* . o O (true... soooo true)

[redqueenmeg.livejournal.com]

Agree, agree, agree. I'd also like to add that the people who ASK for a problem ticket number either 1. before I've created a problem ticket or 2. when there isn't going to be one (such as, when I've completely fixed the damned problem they called about) can take a flying...