So the phone rings at work at the IT Service Desk at The Client, and the caller reports they've got a leaky ink cartridge on a printer.
J2K: "All right, I'll get a ticket going here. Do you have a make and model on that printer?"
SC: "Nope."
J2K: "...you don't know the make and model?"
SC: "It's all the way at the end of the hall."
J2K: "...okay."
I pause for a minute here to start typing up the ticket.
J2K: "Do you have a printer ID on that printer?"
SC: "Nope."
J2K: "Well, I'm going to need something to identify the printer with so I can tell them which printer they need to check on."
SC: [pause] [sigh] "Let me go check."
She puts the phone down, and I immediately get irritated. The tone she had suggested it was going to be soooo inconvenient for her to get this information. Excuse me, princess, but if I send a ticket up for a printer issue, but don't include any information on where it is or what kind it is, then they'll kick it back to me and demand I get that information out of you.
Fortunately, things got easier, because the SC got in touch with someone who had all of that info for them. She came back with the make and model, AND the serial number, which is notoriously difficult to find on some of the printers at The Client.
She was a lot more pleasant when she got back on the phone. So there was at least a happy ending.
J2K: "All right, I'll get a ticket going here. Do you have a make and model on that printer?"
SC: "Nope."
J2K: "...you don't know the make and model?"
SC: "It's all the way at the end of the hall."
J2K: "...okay."
I pause for a minute here to start typing up the ticket.
J2K: "Do you have a printer ID on that printer?"
SC: "Nope."
J2K: "Well, I'm going to need something to identify the printer with so I can tell them which printer they need to check on."
SC: [pause] [sigh] "Let me go check."
She puts the phone down, and I immediately get irritated. The tone she had suggested it was going to be soooo inconvenient for her to get this information. Excuse me, princess, but if I send a ticket up for a printer issue, but don't include any information on where it is or what kind it is, then they'll kick it back to me and demand I get that information out of you.
Fortunately, things got easier, because the SC got in touch with someone who had all of that info for them. She came back with the make and model, AND the serial number, which is notoriously difficult to find on some of the printers at The Client.
She was a lot more pleasant when she got back on the phone. So there was at least a happy ending.
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