It rings pretty true...
Saturday, April 5, 2014
Friday, March 28, 2014
First Post
Today we received an e-mail from a supervisor passing along an angry e-mail from a staff member. Apparently, that staff member's name was spelled incorrectly in our e-mail system. Some things jumped out to me.
First, that staff member's account was created over 7 months ago. This person's name has been wrong for 7 months! What would possess someone to wait 7 months to get the problem resolved?
Second, during that time there were exactly 0 work tickets placed in our system, 0 phone calls, 0 e-mails and 0 times talking to a technician in person. After exactly 0 attempts to use any of the communication methods supplied to contact us about the problem, the first contact we have is from an angry employee's supervisor.
Finally, upon doing research, we discover that the way the name is spelled currently is exactly the way Human Resources sent us the name.
So we get an angry person who should have contacted us months ago angrily communicating with us through their supervisor (who now also has a bad opinion of us) about something that could have been easily resolved (again many months ago) if only they had told us sooner. On top of all that, the error isn't even our fault.
Welcome to the Helpdesk.
First, that staff member's account was created over 7 months ago. This person's name has been wrong for 7 months! What would possess someone to wait 7 months to get the problem resolved?
Second, during that time there were exactly 0 work tickets placed in our system, 0 phone calls, 0 e-mails and 0 times talking to a technician in person. After exactly 0 attempts to use any of the communication methods supplied to contact us about the problem, the first contact we have is from an angry employee's supervisor.
Finally, upon doing research, we discover that the way the name is spelled currently is exactly the way Human Resources sent us the name.
So we get an angry person who should have contacted us months ago angrily communicating with us through their supervisor (who now also has a bad opinion of us) about something that could have been easily resolved (again many months ago) if only they had told us sooner. On top of all that, the error isn't even our fault.
Welcome to the Helpdesk.
Welcome
Welcome to the Really? Technology Blog. At this site, we will publish stories related to disbelief and technology.
We look forward to the laughter. Hope you do too.
We look forward to the laughter. Hope you do too.
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