Please, oh, please! I wish my upper management would fire this lady once and for all. We're all human, and everyone makes mistakes, but this lady lately cuts the cake for helping customers with internet problems. Part of our job is to create a trouble ticket when a customer reports an issue related to us, such as "I can't get on the internet" or "I can't get my e-mail". However, we first have to troubleshoot every possibility as to why the problem exists before doing a report. This lady just opens reports any time a customer calls so she can get them off the phone.
What she did the other day floored myself and my supervisor. The customer called about not being able to retrieve their e-mails. Instead of this lady going into the server itself or creating the account to determine the problem, she had the customer do an ms config! For those who don't know, it laymen's terms, it making changes to the computer during the start up phase. After this, this lady called back upset that her computer was not working right, and it was "ever since I spoke to that woman!"
I'm blue in the face by now, being I have said this over and over, and have even submitted e-mails to our department stating that we are never ever to troubleshoot the customer's computer. That's what technicians are for. Why this woman still has a job here is a question I still don't have an answer to.
What she did the other day floored myself and my supervisor. The customer called about not being able to retrieve their e-mails. Instead of this lady going into the server itself or creating the account to determine the problem, she had the customer do an ms config! For those who don't know, it laymen's terms, it making changes to the computer during the start up phase. After this, this lady called back upset that her computer was not working right, and it was "ever since I spoke to that woman!"
I'm blue in the face by now, being I have said this over and over, and have even submitted e-mails to our department stating that we are never ever to troubleshoot the customer's computer. That's what technicians are for. Why this woman still has a job here is a question I still don't have an answer to.
Comment