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Practically To My Face

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  • Practically To My Face

    Yesterday, in the midst of the all-day slam we were having (which I was responsible for causing) I get a call from a user who was having an issue in her mail program. Her 'sent' folder was showing her name instead of the names of the recipients and she wanted to know how to fix it.

    Well, there's any number of things which could have caused this to happen, but it's easier for me to do it instead of her, especially if I could remote in to assist her. She didn't really want me to do that, and didn't much care for the idea that I couldn't just immediately psychically diagnose her issue and tell her how to fix it herself. But she relented and let me remote in.

    However, while I could see her desktop but before I had remote control over it, I saw her go into The Client's IM service and send a message to a colleague.

    "I hate it when the [Client] service desk people don't know what they're doing."

    I said nothing as I saw this, and was too polite to mention it or call attention to it at any point. Besides, knowing my luck, if I had said anything, it would have come back to bite me, hard.

    Ultimately, I couldn't fix her problem, and wasn't going to spend all day going through every minute setting in the mail program trying to find what had caused what was, really, a "cosmetic" issue that was not actually causing errors. Especially not when we had 6 more calls waiting in the queue.

    I get it, people are going to bitch about "the help" to others, and I don't begrudge frustrations. But at least have the decency to not do it to our faces.
    PWNADE(TM) - Serve up a glass today! | PWNZER - An act of pwnage so awesome, it's like the victim got hit by a tank.

    There are only Four Horsemen of the Apocalypse because I choose to walk!

  • #2
    I have co-workers who still don't get the whole remote-in thing. I love it. You get helped much faster and I don't have to do the awkward "Yay, two people in an office that really only fits one."

    But I do like having some kind of "Hi There!" pulled up on Chrome or at least typed in the browser search bar. Because I know they can see it. (Last time I had something like this - it wasn't that page but something like it that was more apropos to our workplace.)

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    • #3
      I used to deal with a computer program that was very stubborn and only wanted to work a certain way. Unfortunately, this program was very integral to managing our work flow and seeing who was doing what, or even who was on line working, and our client insisted we use it even though it was so recalcitrant. Fortunately, our IT person was excellent. He'd use remote-in to diagnose and solve issues with our user interface, and usually it took him five minutes to figure it out and fix it. He'd dealt with that interface for years, plus he was a decent guy and told me IT horror stories while we were talking.

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      • #4
        I wish I could remote in to see what the hell our customers are doing wrong when they use our website. I'm in sales and I don't have the ability to do this, but often when they call in and ask for help, they think I can see what they're doing.
        When you start at zero, everything's progress.

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