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Mar. 2nd, 2006 09:12 am![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
the-paco.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryI wish my techs wouldn't become proxies for the customer when calling into me.
Dear techs:
Look people, I've been there fairly recently. I've talked to the customers. I know Billing has been borking them over. I know other, more moronic techs have been borking them over. I know they're at the end of their rope trying to get what should be a simple request pushed through a mash of incomprehensible red tape, and you want to help. I'm GLAD you do. I want to help too.
But that doesn't mean you can call me up and whine to me about how bad off the customer has it. The customers ALWAYS have it bad. That's why they're calling in. Don't call into me replaying their tale of woe. I don't care if they can't get work done. I don't care if they REALLY need it. I don't care if they'll sue our pants off. It's a residential account for entertainment purposes only. While it may suck dog balls that they're down, they'll hardly die without it, and if they do, that will teach their next of kin how to read service agreements. Bugging me with stupid worthless details about their lives in the glorious days of working DSL before the Dark Internet Light Times won't help them.
When I tell you how to fix it, and it's something other than "We can fix that in this department", don't get snippy. I'm telling you how to fix it effectively. Just because you have the underappreciated position of having to deal with a customer whose going to scream at you a bit doesn't mean you can whine or argue to me. I don't care about percieved convenience. I'm here to fix the issue. Also note: just because the customer is more charismatic than a sweet potato doesn't mean you suddenly start working for them and start getting indignant on their behalf. You work for us, specifically, under my team. When I tell you how it is, that's how it is. That doesn't mean you bug me with the same question worded 30 different ways or whine useless crap about how 'this never happened before' or the like. I answered your question, I told you what to do. It may not be the easiest row to hoe, but it's the one that will get the customer working.
I, unlike you, dear tech, do not shirk my work. I know my boundries, and I know how not to become involved in every half-assed sob story or fall into the thrall of every 'network engineer' who 'knows how this works'. I know what I'm doing, hence the reason I'm where I am, and why I'm going upwards. You asked a question, I answered a question. Don't expect me to pull magic "make the blinky light go green" dust out of my leather cheerio just because you don't feel like accepting the truth.
Now go do your damn job.
Lots of Love (and by love I do mean Hatred that burns like a raging STD in full swing),
Paco
Dear techs:
Look people, I've been there fairly recently. I've talked to the customers. I know Billing has been borking them over. I know other, more moronic techs have been borking them over. I know they're at the end of their rope trying to get what should be a simple request pushed through a mash of incomprehensible red tape, and you want to help. I'm GLAD you do. I want to help too.
But that doesn't mean you can call me up and whine to me about how bad off the customer has it. The customers ALWAYS have it bad. That's why they're calling in. Don't call into me replaying their tale of woe. I don't care if they can't get work done. I don't care if they REALLY need it. I don't care if they'll sue our pants off. It's a residential account for entertainment purposes only. While it may suck dog balls that they're down, they'll hardly die without it, and if they do, that will teach their next of kin how to read service agreements. Bugging me with stupid worthless details about their lives in the glorious days of working DSL before the Dark Internet Light Times won't help them.
When I tell you how to fix it, and it's something other than "We can fix that in this department", don't get snippy. I'm telling you how to fix it effectively. Just because you have the underappreciated position of having to deal with a customer whose going to scream at you a bit doesn't mean you can whine or argue to me. I don't care about percieved convenience. I'm here to fix the issue. Also note: just because the customer is more charismatic than a sweet potato doesn't mean you suddenly start working for them and start getting indignant on their behalf. You work for us, specifically, under my team. When I tell you how it is, that's how it is. That doesn't mean you bug me with the same question worded 30 different ways or whine useless crap about how 'this never happened before' or the like. I answered your question, I told you what to do. It may not be the easiest row to hoe, but it's the one that will get the customer working.
I, unlike you, dear tech, do not shirk my work. I know my boundries, and I know how not to become involved in every half-assed sob story or fall into the thrall of every 'network engineer' who 'knows how this works'. I know what I'm doing, hence the reason I'm where I am, and why I'm going upwards. You asked a question, I answered a question. Don't expect me to pull magic "make the blinky light go green" dust out of my leather cheerio just because you don't feel like accepting the truth.
Now go do your damn job.
Lots of Love (and by love I do mean Hatred that burns like a raging STD in full swing),
Paco
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Date: 2006-03-02 05:09 pm (UTC)More eloquent than my "Oh for fucks sake, do you lose your testicles when you put your goddamn headset on?"
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Date: 2006-03-02 06:29 pm (UTC)no subject
Date: 2006-03-02 07:02 pm (UTC)no subject
Date: 2006-03-02 07:05 pm (UTC)no subject
Date: 2006-03-05 04:11 pm (UTC)Apparently they seem to think we're condescending or something. I rather like to think that we actually paid attention during the two weeks of training we received when we started here.