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#3041 |
No longer the 1
Join Date: Apr 2007
Posts: 23,814
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I find talking past the script monkey generally works. They escalate the call quickly.
Another useful tactic is to give them a certain mobile number and tell them to check their internal directory. This is one reason I'm an inveterate picker-up of business cards at events, it never hurts to have a CEO's mobile number, I learned that twenty years ago. |
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As human right is always something given, it always in reality reduces to the right which men give, "concede," to each other. If the right to existence is conceded to new-born children, then they have the right; if it is not conceded to them, as was the case among the Spartans and ancient Romans, then they do not have it. For only society can give or concede it to them; they themselves cannot take it, or give it to themselves. |
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#3042 |
Lackey
Administrator
Join Date: Aug 2001
Location: South East, UK
Posts: 96,869
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I wish I knew how to quit you |
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#3043 |
Beauf
Join Date: Nov 2004
Posts: 2,772
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"But Master! Does not the fire need water too? Does not the mountain need the storm? Does not your scrotum need kicking?" |
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#3044 |
Self Employed
Remittance Man Join Date: Nov 2009
Location: Florida
Posts: 30,602
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*Sighs* I'm there again.
"I'm poor widdle old woman who's not good with these new fangled, what do you call them, computer things. These text is too small for my poor widdle old lady eyes can you make it bigger and still fit the exact same amount of text on screen?" |
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Yahtzee: "You're doing that thing again where when asked a question you just discuss the philosophy of the question instead of answering the bloody question." Gabriel: "Well yeah, you see..." Yahtzee: "No. When you are asked a Yes or No question the first word out of your mouth needs to be Yes or No. Only after that have you earned the right to elaborate." |
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#3045 |
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Location: Monkey
Posts: 59,436
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You added nothing to that conversation, Barbara. |
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#3046 |
Penultimate Amazing
Join Date: Dec 2008
Location: Central City, Colorado, USA
Posts: 10,079
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#3047 |
Observer of Phenomena
Pronouns: he/him Join Date: Feb 2005
Location: Ngunnawal Country
Posts: 70,248
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A colleague just had one of those nightmare calls from someone who refused to follow established procedure, didn't understand instructions, and basically talked over her the whole time. She ended up terminating the call due to inappropriate language.
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Please scream inside your heart. |
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#3048 |
Philosopher
Join Date: Nov 2014
Location: Gundungurra
Posts: 8,743
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...our governments are just trying to protect us from terror. In the same way that someone banging a hornets’ nest with a stick is trying to protect us from hornets. Frankie Boyle, Guardian, July 2015 |
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#3049 |
Philosopher
Join Date: Nov 2014
Location: Gundungurra
Posts: 8,743
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I'm more patient. But not always compliant.
As they go through their scripted actions they want me to do, I (a) sip coffee, (b) browse this forum, (c) a little Solitaire, (d) catch up on news, etc. Meanwhile, keep saying "Yep, done", "OK, done", "Nope, nothing" in response to their instructions and requests for details. Because I have already done all these tests and checks before I even picked up the phone to call because I am an L2 and L3 tech for my own company. Until they get to the part where they say "Looks like I will have to forward this on to our L2 support", and then I ask for a job number, the L2's name and their contact details. Which is what I wanted and asked for in the first place. Hey, it passes the time. |
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...our governments are just trying to protect us from terror. In the same way that someone banging a hornets’ nest with a stick is trying to protect us from hornets. Frankie Boyle, Guardian, July 2015 |
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#3050 |
Lackey
Administrator
Join Date: Aug 2001
Location: South East, UK
Posts: 96,869
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I wish I knew how to quit you |
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#3051 |
Observer of Phenomena
Pronouns: he/him Join Date: Feb 2005
Location: Ngunnawal Country
Posts: 70,248
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We're not allowed to give out direct contact details for support staff. First, if everything is channelled through the Service Desk it's logged and recorded for transparency and accountability. Second, it avoids the "run over by a bus" problem where the only person who knows the details of the issue is suddenly unavailable and you have to start over.
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Please scream inside your heart. |
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#3052 |
Philosopher
Join Date: Nov 2014
Location: Gundungurra
Posts: 8,743
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I know. No problem with proper call logging. In fact, I insist on it. But when a caller says "I'm L2 support for this technology and have already been through these tests, etc. May I talk to an L2 tech, please?", it is a waste of time for both ends having to go through ALL the "turn it off and on" steps again just to tick their boxes.
In many cases, I have been perfectly satisfied with an L1 response like: "Ah I see you seem to understand the tech. This is probably due to ongoing issue XXX. We are working on that currently, with an estimate of YYY-time delay. If it doesn't clear after YYY-time, call back and we will take it from there. Otherwise, how can I help?" |
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...our governments are just trying to protect us from terror. In the same way that someone banging a hornets’ nest with a stick is trying to protect us from hornets. Frankie Boyle, Guardian, July 2015 |
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#3053 |
Observer of Phenomena
Pronouns: he/him Join Date: Feb 2005
Location: Ngunnawal Country
Posts: 70,248
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We're not even allowed to give timeframes.
![]() I've developed a patter for this, because I say it so many times a day. "We endeavour to fulfil all requests within one to three business days. We can usually keep to that timeframe but please keep in mind that there is always the possibility of unavoidable delays due to factors beyond our control. The job has been escalated to the appropriate team, and they will get in contact with you as soon as they can." That usually satisfies them. |
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Please scream inside your heart. |
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#3054 |
Penultimate Amazing
Join Date: Nov 2003
Location: Port Townsend, Washington
Posts: 30,991
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Cum catapultae proscribeantur tum soli proscripti catapultas habeant. |
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#3055 |
Quester of Doglets
Moderator
Join Date: Dec 2009
Location: Sunny South Australia
Posts: 2,938
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Apparently I'm Tier 3 support. (Only found this out last week)
That will make the systems integration that I work on much easier... |
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We would be better, and braver, to engage in enquiry, rather than indulge in the idle fancy, that we already know -- Plato. |
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#3056 |
Begging for Scraps
Join Date: Aug 2004
Location: UK, suburbia. 20 minutes in the future
Posts: 2,037
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“Ignorance more frequently begets confidence than does knowledge: it is those who know little, and not those who know much, who so positively assert that this or that problem will never be solved by science.” - Charles Darwin ...like so many contemporary philosophers he especially enjoyed giving helpful advice to people who were happier than he was. - Tom Lehrer |
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#3057 |
Nitpicking dilettante
Administrator Join Date: Mar 2007
Location: Berkshire, mostly
Posts: 48,376
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The whole problem with the world is that fools and fanatics are always so certain of themselves, and wiser people so full of doubts.Bertrand Russell Zooterkin is correct Darat Nerd! Hokulele Join the JREF Folders ! Team 13232 Ezekiel 23:20 |
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#3058 |
Begging for Scraps
Join Date: Aug 2004
Location: UK, suburbia. 20 minutes in the future
Posts: 2,037
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You're right, sorry Joe
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“Ignorance more frequently begets confidence than does knowledge: it is those who know little, and not those who know much, who so positively assert that this or that problem will never be solved by science.” - Charles Darwin ...like so many contemporary philosophers he especially enjoyed giving helpful advice to people who were happier than he was. - Tom Lehrer |
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#3059 |
BOFH
Join Date: Jun 2003
Location: People's Republic of South Yorkshire
Posts: 13,468
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One reason I love Zen (my ISP) support is I can tell them I'm an ex-unix and windows sysadmin but know nothing about broadband protocols and we're off and they're asking questions about my ipconfig etc.
A bit of UK slang : "talktalk" is UK slang for "************* ************ inbred braindead shower of useless wastes of ******* oxygen". Pretty efficient bandwidth saver. |
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"Your deepest pools, like your deepest politicians and philosophers, often turn out more shallow than expected." Walter Scott. |
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#3060 |
Penultimate Amazing
Join Date: Aug 2001
Location: Sorth Dakonsin
Posts: 24,849
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Science is self-correcting. Woo is self-contradicting. |
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#3061 |
Observer of Phenomena
Pronouns: he/him Join Date: Feb 2005
Location: Ngunnawal Country
Posts: 70,248
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They've got me doing VoIP again. I don't mind the routineness of the job - it gets me off the phones for most of the day - but I am forced once again to wrangle Cisco Unified CM Administration again.
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Please scream inside your heart. |
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#3062 |
No longer the 1
Join Date: Apr 2007
Posts: 23,814
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Oddly they haven't really outsourced, they merely applied the same mistakes internally, with cost (and staff) cutting exacerbated by a cost-driven refusal to update internal IT systems (which won't work effectively over RAS) and an inability to cope with the boom in remote working.
If there is a mistake to be made Eir(com) will make it. And then double down. A call that should be dealt wit in a minute or so stretches to twenty because the poor bastard on the line is literally waiting minutes for the systems to provide the needed information, or accept changes, over RAS. It's painful to listen to. That said the sheer incompetence that managed to: 1. Cancel the customer's contract (leaving him without service) before the appropriate date and without the new one being in place. 2. Fail to process the new contract properly. 3. Fail to comprehend what was happening. 4. Fail to process the second new contract. 5. Fail to comprehend what was happening. really needs to be dealt with by mass firings of managers. From a cannon. I consider that extracting (around) €1,750 in bill concessions and €2,750 in new toys as a mild punishment for their stupidity. |
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As human right is always something given, it always in reality reduces to the right which men give, "concede," to each other. If the right to existence is conceded to new-born children, then they have the right; if it is not conceded to them, as was the case among the Spartans and ancient Romans, then they do not have it. For only society can give or concede it to them; they themselves cannot take it, or give it to themselves. |
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#3063 |
No longer the 1
Join Date: Apr 2007
Posts: 23,814
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__________________
As human right is always something given, it always in reality reduces to the right which men give, "concede," to each other. If the right to existence is conceded to new-born children, then they have the right; if it is not conceded to them, as was the case among the Spartans and ancient Romans, then they do not have it. For only society can give or concede it to them; they themselves cannot take it, or give it to themselves. |
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#3064 |
No longer the 1
Join Date: Apr 2007
Posts: 23,814
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__________________
As human right is always something given, it always in reality reduces to the right which men give, "concede," to each other. If the right to existence is conceded to new-born children, then they have the right; if it is not conceded to them, as was the case among the Spartans and ancient Romans, then they do not have it. For only society can give or concede it to them; they themselves cannot take it, or give it to themselves. |
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#3065 |
Observer of Phenomena
Pronouns: he/him Join Date: Feb 2005
Location: Ngunnawal Country
Posts: 70,248
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So. As a public servant, I am required to submit a Performance Plan and have an interview with management every six months to monitor and provide feedback. In past jobs, I have found this to be super stressful and anxiety-inducing, especially since in one job I had a problem with my supervisor which was eventually taken to arbitration, and performance monitoring interviews made up a big part of that. I don't know if anyone remembers me talking about Boss of Doom about five or six years ago, but that was it.
I just had my six-monthly interview - my first since I got my permanency - and... |
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Please scream inside your heart. |
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#3066 |
Illuminator
Join Date: Nov 2002
Posts: 3,351
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"Why can't we load bad data on to your system it's causing us reconciliation errors?"
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You can't defeat fascism through debate because it's not simply an idea, proposal or theory. It's a fundamentally flawed way of looking at the world. It's a distorting prism, emotionally charged and completely logic-proof. You may as well challenge rabies to a game of Boggle. @ViolettaCrisis |
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#3067 |
Philosopher
Join Date: Nov 2014
Location: Gundungurra
Posts: 8,743
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So whose job are you going to be given to do as well as the one you do now? Because they can then stay at home most of the week, and when you stress out and make mistakes, they can deflect the blame to you.
See, that's how the PS game is played: Never be in the same room as a decision, and always know who to blame. ETA: ![]() |
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...our governments are just trying to protect us from terror. In the same way that someone banging a hornets’ nest with a stick is trying to protect us from hornets. Frankie Boyle, Guardian, July 2015 |
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#3068 |
Reluctant Galactic Assassin
Join Date: Mar 2011
Location: Ylum
Posts: 358
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"Vootie!" - Mezzrow |
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#3069 |
Reluctant Galactic Assassin
Join Date: Mar 2011
Location: Ylum
Posts: 358
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Recently, ATT was having major cell tower problems in our area, which I wasn't aware of at first. All company-issued phones are from ATT. Plus, we're on the river, so there's probably not a lot of redundancy to pick up when one tower goes down.
One of the staff comes to see me, complaining that the Wifi is killing his cell service, and it started the day before. I begin by pointing out that the two systems use very different frequencies, so it's very unlikely Wifi is causing interference. I add that I hadn't made any changes to the wireless system in weeks, and the phones were working fine all that time. "But right now I have no service and can't even text, so how come it works when I go to my car, but not here?" Most of the buildings are metal, plus my office is in the middle of a building notorious for killing cell signals. I'm with Verizon, which has much better coverage around here. I grab my phone and text my sister, who immediately responds. "If the Wifi was causing the problem, I shouldn't have been able to do that." "I'm not trying to argue with you, but why does mine work everywhere else except here?" I go through a few more tests with him, including disconnecting the access point in my office, which of course does not result in his service coming back. Even after we run into another guy who says, "Cell problems? ATT is having trouble. Probably a tower is down," he continues to say, "I'm not trying to argue with you, but...." Finally, after checking ATT's site and confirming that the service is out in the area, he stops trying to argue with me. Though I don't think he accepted that it was not the wireless signal doing it. And he probably thinks I'm an ******* for arguing with him. ![]() |
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"Vootie!" - Mezzrow |
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#3070 |
Not a doctor.
Join Date: Jun 2009
Location: Texas
Posts: 22,449
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Suffering is not a punishment not a fruit of sin, it is a gift of God. He allows us to share in His suffering and to make up for the sins of the world. -Mother Teresa If I had a pet panda I would name it Snowflake. |
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#3071 |
![]() Join Date: Jun 2004
Location: Monkey
Posts: 59,436
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You added nothing to that conversation, Barbara. |
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#3072 |
Reluctant Galactic Assassin
Join Date: Mar 2011
Location: Ylum
Posts: 358
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"Vootie!" - Mezzrow |
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#3073 |
Reluctant Galactic Assassin
Join Date: Mar 2011
Location: Ylum
Posts: 358
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"Vootie!" - Mezzrow |
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#3074 |
![]() Join Date: Jun 2004
Location: Monkey
Posts: 59,436
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You added nothing to that conversation, Barbara. |
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#3075 |
Beauf
Join Date: Nov 2004
Posts: 2,772
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__________________
"But Master! Does not the fire need water too? Does not the mountain need the storm? Does not your scrotum need kicking?" |
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#3076 |
Observer of Phenomena
Pronouns: he/him Join Date: Feb 2005
Location: Ngunnawal Country
Posts: 70,248
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__________________
Please scream inside your heart. |
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#3077 |
Reluctant Galactic Assassin
Join Date: Mar 2011
Location: Ylum
Posts: 358
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"Vootie!" - Mezzrow |
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#3078 |
Philosopher
Join Date: Nov 2014
Location: Gundungurra
Posts: 8,743
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__________________
...our governments are just trying to protect us from terror. In the same way that someone banging a hornets’ nest with a stick is trying to protect us from hornets. Frankie Boyle, Guardian, July 2015 |
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