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RE: User "support" | by Captain Jack | 2014-05-05 09:13:34 |
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Not when I ran a hell desk. I made that stick even | by wwill | 2014-05-05 22:03:07 |
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Yes, I said inverting the call queue order. | by wwill | 2014-05-05 22:21:47 |
| One other thing that I insisted upon, |
by wwill |
2014-05-05 22:45:01 |
particularly for Tier I kids taking calls: NOBODY (Not Even ME) -EVER- got to say anything bad to them. No bad names, no swearing at them, no insults, no. Just NO.
No putting them down for being in such a crappy job, either. It's a hard enough thing to do, day in and day out, without being torn down for doing it.
The way I told it to my kids was that they didn't get paid anywhere NEAR enough to not only be exposed to that quantity and quality of stupid but to be abused by mean-spirited idiots as well. Any time they got an abusive caller, they were under strict orders to log it and switch the call DIRECTLY to me (or before the change of "boss" to the previous manager).
They would NEVER be reprimanded for doing so, and that was in writing in the handbook. They WOULD get in trouble if I caught them just taking the tongue-lashing.
The Tier II people were all Civil Service like I was, and they could choose to deal with it themselves or pass it to me as well.
Once they sent the call to me, I finished resolving the entire problem, too. This generally was a very uncomfortable thing for them by the time I was through telling them just why they were talking with the tech side boss of the place.
And then we fixed their problem.
I like to think that I ran at least a HUMANE hell desk operation. No matter how bad it got, and some days when the viruses were flying in thick and the freshman were forgetting their default passwords three and four times an hour and more.
Yet they continually forgot "how that went?" and had to call in for us to reset their "Oops! counters - three bad attempts in a row and you're locked out of EVERYTHING.) Students. Sheesh. Can't live with 'em, can't hit 'em with a shovel and bury 'em shallow.
I swear, I could write a farking NOVEL about hell-desk stupidity. (Nah, not this little note. I mean King's "IT," "War and Peace," and two of those interminable Anne Rice things kind of LONG novel.)
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[ Reply ] |
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OH! Please, please, DO! | by pbarnrob | 2014-05-10 23:30:50 |
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