Anyway, just wanted to vent so I didn't go nuts on him! lol Thanks for listening world :)
23 September 2008
"This crappy notes tool"...
I was just sitting here minding my own business and a user calls with an issue. Seems his rename from 8 years ago just reverted back to his old name. Not only old name but the old certifier too! This one was a new one for ye old Notes Apprentice.... I've got him renamed but I can't seem to get him recertified correctly. The thing that really got me was when he called and his exact words were "this crappy notes tool is broken again". Not to worry, I'm doing everything I can to fix the issue with the same amount of happiness and thoroughness despite his attitude because that's just what I do. When did customer service turn into you have to put up with other peoples ugliness because the customer is always right? I understand this caused him a little bit of heartburn but does he honestly think we were sitting over here thinking of ways to make his morning tougher? I'm tired of hearing "don't let him get to you... that's just how he is". Why is it socially acceptable to be rude? Sigh...
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5 comments:
Well, around here that's not acceptable behavior.
He/She would have gotten a complaint directed to his/her supervisor/boss.
If this was a repeat offender, then he/she would probably have gotten the equivalent of a wedgie (http://en.wikipedia.org/wiki/Wedgie) over the phone.
If that didn't help we'd probably ban this person from calling directly and force him/her to go through a person at his/her company that knows how to behave.
Or in the end, as an old boss of mine at 7-Eleven said, "It's not a human right to be a customer here" before throwing the ass out.
Send them to me....
Sounds like a very old person record or ID file was put back into the flow. Notes just doesn't do this. As for the crappy service, well I've been known to yell at customer service people many times. Most of the time I'm right but sometimes, I can be wrong.
Chalk it up to an unhappy end user who must be having a bad day. I was afraid you were referring to my tool. Thank God you weren't.
If I was a vindictive admin, I might try these ideas on the user:
First, go in and change their letterhead to a different graphic every day. Be sure to log in using their ID of course.
Then add them to the exception group on the spam filter so they get all their emails(ask security buddy to help you, no paperwork).
If they are a phone user, knock them off for an hour or 2.
Um, many twitter/bleedyellows could probably come up with some more nefarious solutions.
Also, an alternating policy explicitly for certain users that performs certain functions like resetting their password every other day.
Seriously, you just need to have them sit down and show you everything they don't like, resolve most of them (we can't fix everything) and see if they are happier.
But you knew that already.
Lotusphere abstract: The Addams Family - How to work with Abnormal Users
I like the idea of shipping them all to Paul. I wonder if it's only end users he's willing to take care of or if I can send anyone that annoys me!! The possibilities could be endless but I'm not sure if it's the right thing to do to Ireland.
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