Random Thoughts - Part Deux [NO POLITICS]

[DarkPira7e]

Originally Posted by Tcoat

This ^
Ya it is no doubt a pain in the butt but it could make all the difference to somebody. Unfortunately when you are in a service type position you have to service customers. Even ones that aren't exactly "your" customer.

Precisely! That's why I didn't give up on them. Who knows if they're a dying cancer patient who wants to give their last regards to friends in Peru who only can talk to them on social media? And I can go home knowing I did the right thing, since my job is to help, not dictate who gets help and who doesn't. Still frustrating, but that's what we sign up for - you can't always pick your battles.

[ichitaka05]

Extremely busy week, plus recovering from cold... so if you don't see me much, you know why.

[bcj]

This is the avatar I used when I first signed up



Got this message in short order, so I desisted.

Private Message: No animations
05-22-2013 12:56 PM
Subject: No animations
From:
Hachiroku Hachiroku is offline (Administrator)
No animated avatars or signatures please.

[qcbaker]

Originally Posted by DarkPira7e

Precisely! That's why I didn't give up on them. Who knows if they're a dying cancer patient who wants to give their last regards to friends in Peru who only can talk to them on social media? And I can go home knowing I did the right thing, since my job is to help, not dictate who gets help and who doesn't. Still frustrating, but that's what we sign up for - you can't always pick your battles.

I know I said I didn't wanna argue and like I said, maybe its just because I'm a bit more calloused on this, but I honestly gotta disagree that your job isn't to dictate who gets help and who doesn't. Especially if you're the only one working the support queue. A huge part of support is triage and prioritization. If you have other calls in queue you really cannot afford to spend time troubleshooting something that isn't even officially your job to support.

Obviously I'm not saying that the patient trying to connect his iPad should be ignored entirely, but instead of spending time troubleshooting with them and making the others wait, maybe you explain that because this is a personal device and therefore not officially supported, you need to address the other issues first and will call them back when you can? Like you alluded to, what if the next call in queue were from the ED and there were some issue over there that needed to be dealt with right away?

[Nevermore]

So, wait. Does the Super Sport not come in 225/45/17 or 245/40/17 anymore? What am I supposed to put on my car now?

[echo419]

fyi folks.

http://www.ft86club.com/forums/showthread.php?t=132695

[DarkPira7e]

Originally Posted by qcbaker

I know I said I didn't wanna argue and like I said, maybe its just because I'm a bit more calloused on this, but I honestly gotta disagree that your job isn't to dictate who gets help and who doesn't. Especially if you're the only one working the support queue. A huge part of support is triage and prioritization. If you have other calls in queue you really cannot afford to spend time troubleshooting something that isn't even officially your job to support.

Obviously I'm not saying that the patient trying to connect his iPad should be ignored entirely, but instead of spending time troubleshooting with them and making the others wait, maybe you explain that because this is a personal device and therefore not officially supported, you need to address the other issues first and will call them back when you can? Like you alluded to, what if the next call in queue were from the ED and there were some issue over there that needed to be dealt with right away?

To be honest, if creating a new user profile didn't fix it, i was just going to tell them that I have to call them because after "looking into it" more. The time I spent was what I thought was appropriate, even if I didn't like it. I like the debate and am not at all feeling like this is arguing. In my head, I know that regardless of what system is down, there are backup procedures in place. The adequacy of having one person on for a short time between normal shifts ( I fill in a very strange shift ) is a horrible practice, and perhaps my reluctance to put off the customer to my defiance of this. I've had several discussions with the management about having one person alone in a support role for the hour overlap and get nothing. Anyway, I stand by my initial statement - damned if I do, damned if I don't. If I'm perceived to not be helping the customer to the best of my ability, it may not be a concern of mine anymore.

[Clipdat]

Originally Posted by Brink

Saw this guy detailing his Z06 seemingly just using the paper towels and window cleaner at the gas station today.

Two words come to mind when looking at that Corvette owner and his car: "forever single"

[Leonardo]

Originally Posted by Nevermore

So, wait. Does the Super Sport not come in 225/45/17 or 245/40/17 anymore? What am I supposed to put on my car now?

MPS4S? Both of those sizes are available in it.

[qcbaker]

Originally Posted by DarkPira7e

To be honest, if creating a new user profile didn't fix it, i was just going to tell them that I have to call them because after "looking into it" more. The time I spent was what I thought was appropriate, even if I didn't like it.

Fair enough.

I like the debate and am not at all feeling like this is arguing.

In my head, I know that regardless of what system is down, there are backup procedures in place. The adequacy of having one person on for a short time between normal shifts ( I fill in a very strange shift ) is a horrible practice, and perhaps my reluctance to put off the customer to my defiance of this. I've had several discussions with the management about having one person alone in a support role for the hour overlap and get nothing.

Yeah, honestly it sounds to me like most of the "problems" could simply be resolved if you didn't have to be alone. Another tech to field calls while you troubleshoot (and vice versa) would probably be perfect.

[Ultramaroon]

Originally Posted by DarkPira7e

Precisely! That's why I didn't give up on them. Who knows if they're a dying cancer patient who wants to give their last regards to friends in Peru who only can talk to them on social media? And I can go home knowing I did the right thing, since my job is to help, not dictate who gets help and who doesn't. Still frustrating, but that's what we sign up for - you can't always pick your battles.

I want you on my team. Whether you're the doctor, IT, a home appliance tech, or a mechanic, at the core of every customer interaction is empathy. Can't pay people to give a shit. That comes with the person. Best effort can be a tough line to walk but with the right combination of respect and candor, especially because the qualities are so rare, the returns in trust and loyalty are huge.


Kudos, my man. It's all about the struggle.

[Tcoat]

Originally Posted by ichitaka05

Extremely busy week, plus recovering from cold... so if you don't see me much, you know why.

[Nevermore]

Originally Posted by Leonardo

MPS4S? Both of those sizes are available in it.

A friend mentioned that one. Did it replace the Super Sport or something?

[Leonardo]

Originally Posted by Nevermore

A friend mentioned that one. Did it replace the Super Sport or something?

No, but besides the Primacy everything is either a regular kind of tire (like the MXV4) or an AS (like the AS/3) for Michelin in the 17" sizes. I plan on getting the MPS4S as my next set.