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16 May 2007 @ 02:29 pm
An open letter to my callers  
To whom it may concern:

I am first-line support for three things in this company: sales, technical support, and billing. As such, I have a responsibility to be proficient in handling all common, day-to-day needs to support your account. So long as the servers aren't on fire, I'm the one you'll be speaking to in order to get things done.

What this means to you is that when I tell you how something needs to be done, that is the way that things WILL be done. Otherwise, things WON'T be done. If you call me for support or advice and I give you an answer, do not immediately ask why I am not telling you to do something different. Do not stress to me the importance of things getting done quickly; when you do that, you're basically wasting time by making me repeat the instructions a touch more forcefully. It's not like you're going to get faster service simply by asking for it; frankly, you're far more likely to get speedy service by doing what I said exactly the way I said to do it. See, there aren't alternatives. You can do this my way, or you can enjoy the nothing you have at the moment. Asking for alternatives means that what you'll get is a) my ire up and b) just about nothing approaching "quick."


Traveler Farlander

PS: Bite me.
Current Mood: irked
Sooozieee: grumpypiscosubito on May 16th, 2007 08:34 pm (UTC)
I echo much of that.
Traveler Farlandertwfarlan on May 16th, 2007 10:02 pm (UTC)
It's the same for support the world over. Listen to instructions, do what we say, or suffer the consequence of being stuck with your problem until you're ready to listen.
docjeff on May 16th, 2007 08:35 pm (UTC)
Do you ever have people calling in and specifically asking to be transferred to second line support without giving you a chance to help them?
Traveler Farlandertwfarlan on May 16th, 2007 10:01 pm (UTC)
Sort of, once or twice. When it comes to certain sales or systems questions, I'm all too happy to transfer them as there are systems I have nothing to do with at this company. Most of the time, though, my main job is to keep customers away from the sysadmin. Even then, they can't talk directly to him; they have to open a support ticket through our ticket system.

Truth be told, I'm doing my level best to make everyone go through that ticket system. It gets them off my phone, too. :)
craigers01 on May 16th, 2007 08:37 pm (UTC)
Maybe if you didn't spend all day surfing the web, I could get some service around here? =)
Traveler Farlandertwfarlan on May 16th, 2007 10:02 pm (UTC)
Pssh. If I couldn't sit around surfing the Web, I'd hate this job. ;)
craigers01 on May 18th, 2007 07:26 pm (UTC)
Hey Trav, I won't be checking in next week. On the road with the boss.
Traveler Farlandertwfarlan on May 18th, 2007 07:50 pm (UTC)
Okay, man. Have a good trip.