phial
New member
I farking hate that!!!!! very common among the places i have worked.
Can anyone else who works in tech support relate?
- Thread starter JWhipple
- Start date
I farking hate that!!!!! very common among the places i have worked.
greasyhands
New member
Sorry, this isn't contributing to this thread, but I'm glad that I'm a mechanic. I feel for ya.
OzzieBloke
New member
You have my sympathy. I could not survive in the corporate world.
I'm lousy at politics and cya blame the other guy stuff.
My biz is brick and mortar. Contracts are pretty detailed in stage completion dates with penalty's levied against me if those dates are not met. My customers usually have an independent consultant to monitor site progress and they are pretty sharp for the most part.
There is just no room for shining a customer on or making excuses for failing to deliver. I like it that way. Black and white with no gray area.
Damn straight. I hate bull****ting people, and refuse to do it. If I can't treat a pet's condition, or can't guarentee a treatment will work, I won't string them along. I've seen some vets do that to clients and it just makes me angry.
squid
New member
the main issue is the bureaucracy. the people higher up don't care about the people actually answering calls, and don't understand what they are doing and what they have to deal with. they think that we are just machines that will answer a call, provide a solution, end call, answer call... etc, and don't realise that there are a lot of issues that occur that aren't easily solved within 5 mins, but they do their calculations on how many staff should be working on unrealistic figures.
CoolNitro
New member
It was the same for me but we dident use phones thank god, I would say the best way to handle alot of support requests is to do the same as MMO's and use text based. We where expected to answer as many tickets as we could fit into two 19" screens at the same time which would normally be around 15 or so.
As far as handling of the customers yea some times they where sent on the run about which it pritty much the same as being put on hold, there are only so many people that you can take care of at one time the rest will have to wait if the que gets longer try talking with people that are spending too much time with each call, yes problems can come up that are hard to resolve but you have to keep a balance between customer happyness and doing what you are paid for ( answering calls and keeping que/wait time low ) from my own experience alot of us just want to help people and we are willing to push aside the que to help resolve their issues. You will have to make those people understand that they cant spend as much time as they like handling it and they will need to end the call as soon as the main issue the user called about is handled.
It took me some time to get this but it has to be done to meet your quota.
As far as handling of the customers yea some times they where sent on the run about which it pritty much the same as being put on hold, there are only so many people that you can take care of at one time the rest will have to wait if the que gets longer try talking with people that are spending too much time with each call, yes problems can come up that are hard to resolve but you have to keep a balance between customer happyness and doing what you are paid for ( answering calls and keeping que/wait time low ) from my own experience alot of us just want to help people and we are willing to push aside the que to help resolve their issues. You will have to make those people understand that they cant spend as much time as they like handling it and they will need to end the call as soon as the main issue the user called about is handled.
It took me some time to get this but it has to be done to meet your quota.
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JWhipple
New member
WOW, so, I completely forgot about this post. It's been 15 years since then... Yeah, I should have learned my lesson with that company... In 2009 they laid me off... 3 months later the hired me back into a role that had the exact same responsibilities as my previous job, but paid 50% less. I couldn't argue - I needed a job, the job market around here was horrible and the economy was only getting worse. Nothing had improved at the company, in fact, it only had gotten worse.2013 I got laid off AGAIN. Of course, they told me I was eligible for re-hire, but literally 57 applications for different job postings for the same company later and I hadn't gotten a single response - every one of which I was well qualified for , and not over-qualified. Dammit man, if you don't want me just tell me LOL!
I had interviews, but again the job market was BAD around here. Every position I interviewed for there were at least 40-50 other interviewees , which seriously reduces your odds of getting the job.
Almost a year later I landed a position with the local school district doing IT work at an elementary school. You'd think that since it was a government job there would be a lot of politics involved - nope - in fact, the private sector positions I held were 10x more political than this job has proven to be, and I've been here 9 years now!
The lesson learned - private sector jobs are NOT for me, and with the exception of during the COVID lock-down, no more stinking telephone-based support and no interfacing with the public - I only deal with the technology and the school employees. I'll take that over the general public any day of the week, even if the staff here only reads 1 out of 20 emails I send out.
I had interviews, but again the job market was BAD around here. Every position I interviewed for there were at least 40-50 other interviewees , which seriously reduces your odds of getting the job.
Almost a year later I landed a position with the local school district doing IT work at an elementary school. You'd think that since it was a government job there would be a lot of politics involved - nope - in fact, the private sector positions I held were 10x more political than this job has proven to be, and I've been here 9 years now!
The lesson learned - private sector jobs are NOT for me, and with the exception of during the COVID lock-down, no more stinking telephone-based support and no interfacing with the public - I only deal with the technology and the school employees. I'll take that over the general public any day of the week, even if the staff here only reads 1 out of 20 emails I send out.
Ha.. I was reading what I posted... and was WTF. Then saw 2008... lol.
Yea times has changed. Government jobs can be great....
Yea times has changed. Government jobs can be great....
