Sometimes it can be an earlier techs fault as to why people get irate. Case in point....
The other day I get a call from a customer and it went something like this:
Customer: My domain account is locked out could you please reset it for me?
Me: Just a second while I pull up your account (Pull up her account), OK I'm not showing it as locked let me check in another place (pull up the account with a different tool), No, not showing it locked there either, What is it that you are trying to log into?
Customer: (Gives name of program)
Me: OK, we don't handle that password, you need to call this department. (Give name of department)
Customer: (Sounding irritated) I already talked to them and they told me I need to talk to you because if my domain account is locked that is the problem.
Me: OK, let me ask you this, can you get to any web site outside of the network like google.com, yahoo.com
Customer: Just a sec, let me try. Yep can get to them just fine
Me: OK that tells me that your domain account is just fine, and you state you already spoke with [Earlier stated department]
Customer: Yes and I really need to get into this program.
I could tell that she was irritated and I could understand her frustration, did not want to keep getting bounced around
Me: OK, let me put you on hold, I'm going to get them on the phone and conference you in, I know the problem is on their end but at least if you have me on the phone you won't keep getting bounced back and forth.
Conferenced in the other department, explained the situation and they put me and the original customer on hold why they looked up the problem (Not an uncommon thing, I do that with customers myself sometimes)
While on hold, I kept apologizing to the customer that while I can't speak for that deparrtment, a simple account unlock should take about two minutes.
After being on hold for about 10 minutes, a supervisor from the other department gets on the phone (Not realizing that I am also on the line) and states that it is not on their end, she needs to call Global (My department), I chime in that I already checked everything on our end and her account is not locked. We are put back on hold.
To make a long story short, after talking to 4 different people and 40 mins later, it was determined that the url for what she had been trying to get into was changed and she was accessing it through a bookmark. She was never even given a redirect to the new url or any notification that it was changing. She went to the new url and everything was fine.
Later that day, my manager called me to her office to talk about a call from previous customer, I knew I did nothing wrong and immediately though what a SC, to complain on me after I went out of my way and killed my Average Call TIme to do the conference call.
I will not jump to that conclusion again, she contacted my manager to give thanks for having an analyst so patient and apologetic even though it was not my fault.
Anybody else have some positive experience stories to tell?
The other day I get a call from a customer and it went something like this:
Customer: My domain account is locked out could you please reset it for me?
Me: Just a second while I pull up your account (Pull up her account), OK I'm not showing it as locked let me check in another place (pull up the account with a different tool), No, not showing it locked there either, What is it that you are trying to log into?
Customer: (Gives name of program)
Me: OK, we don't handle that password, you need to call this department. (Give name of department)
Customer: (Sounding irritated) I already talked to them and they told me I need to talk to you because if my domain account is locked that is the problem.
Me: OK, let me ask you this, can you get to any web site outside of the network like google.com, yahoo.com
Customer: Just a sec, let me try. Yep can get to them just fine
Me: OK that tells me that your domain account is just fine, and you state you already spoke with [Earlier stated department]
Customer: Yes and I really need to get into this program.
I could tell that she was irritated and I could understand her frustration, did not want to keep getting bounced around
Me: OK, let me put you on hold, I'm going to get them on the phone and conference you in, I know the problem is on their end but at least if you have me on the phone you won't keep getting bounced back and forth.
Conferenced in the other department, explained the situation and they put me and the original customer on hold why they looked up the problem (Not an uncommon thing, I do that with customers myself sometimes)
While on hold, I kept apologizing to the customer that while I can't speak for that deparrtment, a simple account unlock should take about two minutes.
After being on hold for about 10 minutes, a supervisor from the other department gets on the phone (Not realizing that I am also on the line) and states that it is not on their end, she needs to call Global (My department), I chime in that I already checked everything on our end and her account is not locked. We are put back on hold.
To make a long story short, after talking to 4 different people and 40 mins later, it was determined that the url for what she had been trying to get into was changed and she was accessing it through a bookmark. She was never even given a redirect to the new url or any notification that it was changing. She went to the new url and everything was fine.
Later that day, my manager called me to her office to talk about a call from previous customer, I knew I did nothing wrong and immediately though what a SC, to complain on me after I went out of my way and killed my Average Call TIme to do the conference call.
I will not jump to that conclusion again, she contacted my manager to give thanks for having an analyst so patient and apologetic even though it was not my fault.
Anybody else have some positive experience stories to tell?
Comment