DIY

Don't forget to keep the helpdesk in the loop


With all the new methods for communications that we have embraced in recent years I feel it is time to re-introduce the world to a method that has been working pretty well for a number of years.

I refer, of course, to that underused medium, the human voice.

There have been a couple of incidents recently where I got calls from account managers complaining that I haven’t responded to calls that customers have placed.

I investigated; the customer had placed a call but was not able to supply vital information like asset numbers, serial numbers and details of the fault, site contacts and so on. So the partially logged call was placed in a pending queue and forgotten.

It would have helped me no end if the call logger had called me and advised me that a call had been placed. It was a regular customer, who spends a lot of money each year with us and I could have visited the site, fixed the problem and supplied the missing information for the log and left the customer happy. As it was, we ignored them for 16 days until a high level complaint was lodged. Of course it was deemed to be my fault and I was hauled in for a dressing down.

This was the first I heard of the fault so at once I was on the defensive. When it was realised that I had no idea what they were talking about the investigation started properly, it was clear from the call logging system that the job had not been passed to me and they went to look for it. (This could have been done as the first action on a complaint.)

As soon as I knew about the fault I rang the customer and arranged to visit the next day. The call log arrived part way through the visit and I was able to make sure that the job was logged properly. All of which I could have done two weeks ago, when I wasn’t as stressed as I was this week, when a team of six engineers was reduced to two, because of sickness, training courses and holidays.

It could all have been avoided by talking to somebody.

11 comments
Absolutely
Absolutely

It really would save everybody a lot of hassle if we'd all stop jumping to the worst case assumption and communicate respectfully as a first step in every situation. Some people just don't seem to be able to look good outside of conflict situations.

fredscomprepair
fredscomprepair

In the past couple of months I have grown fonder of my friend Win Vista. It seems to have the ability to completely update and repair itself. Every once in awhile the little red LED associated with my hard drive lights up and tells me Hi I'm updating. Or I'll have a relaxing game of solitaire, which seems to have a mind of its own, very challenging, and at the same time simple. Not too many good things have been said about this wonderful operating system, but I for one LIKE it. What do you think?

CharlieSpencer
CharlieSpencer

I'm not normally one to worry about off topic posts, but this has ABSOLUTELY NOTHING to do with Jeff's discussion of the importance of communicating at the help desk. Hey Fred, it's real easy to start your own discussion. Just click the "Start a Discussion" button.

TechExec2
TechExec2

. [b][i]"...Every once in awhile the little red LED associated with my hard drive lights up and tells me Hi I'm updating..."[/i][/b] The farmer opened the door to the chicken coop and yelled "Who's there?" The fox replied "Nobody but us chickens!" :^0 Be well, John Spartan (1). -------------------------- (1) Demolition Man http://www.imdb.com/title/tt0106697/

Shellbot
Shellbot

Been using it for a couple months and i think i like it..still a few annoying bits on it though.. like Tony my machine spec is fine, so i'm not having any problems that way.. unfortuneatly i did have a few software problems..but we created a virtual machine that runs Xp pro..so i have sql 2000 and such running in the virtual machine..works like a charm. it is a hungry little OS though..:) I feel sorry for people who have upgraded without a high spec machine..it must crawl along pretty bad! ps...what does this topic have to do with the original article????

fredscomprepair
fredscomprepair

Sorry it took so long to get back with you? Yes, indeed win vist takes up space.... Why the P.S. on topic original article? All I did was to start a discussion myself? What original article are you taking about?

OldER Mycroft
OldER Mycroft

And to some extent, still does. I got my hands on Vista fairly quickly from a user who had installed WinAmp and couldn't understand why none of his mp3 files showed up. Microsoft had changed WHERE the music could be placed and ofcourse WinAmp couldn't see it. The near-constant unexpected disk thrashing, from the SuperFetch and new 'speedy' file-indexing left me vexxed - as the eventual disk access seemed slower than ever before. I am particularly upset by Microsoft's stubborn refusal to admit that their 'minimum' system spec is woefully inadequate, yet allows manufacturers to trundle out systems priced to attract the unwary buyer by convincing them it's a bargain price. All it ever turns out to be is a system that can only ever crawl due to inadequate specs for a system that is both memory and graphics hungry. Had Microsoft been truthful as to the ACTUAL minimum spec needed to run Vista, the resultant uptake of the new system would have come grinding to a halt, if it had ever been taken up at all, due to the much higher pricing required for adequately specced systems, particularly notebooks. But what the hell, Microsoft have conned people into parting with their hard-earned and if they are not happy - they can always upgrade OR NOT, since Microsoft are now allowing manufacturers to sell Vista-installed systems with XP on a disc, in the box in order to enable user-rollback.

Tony Hopkinson
Tony Hopkinson

but overall, it's OK. Mind you, I'm on brand new and powerful hardware, nearly all the apps I use are Vista compliant and I'm using it for development. Not everyone has been so fortunate. Our customrs didn't like it until we made our apps compliant, our IS department don't like it at all. I still don't understand why they moved the UI about for a laugh, again .... If I put it on my old desktop or hadn't been supllied with vista compliant hardware, or doubled my RAM, or had to use older software.... I suspect I'd be cheesed off as with it as well.

fredscomprepair
fredscomprepair

Yes, it seems you have to make an awsome machine just to make Vista fast. But all-in-all Vist does have nice graphics. I hear the first SP-1 should be out by Feb 2008 which should solve some of the application, and capatiblity issues. Have a good day, and nice to hear from the UK. CHEERS.....

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