My story is all-too-typical among many of us making their way un the new economy; when a long-time job in traditional industry imploded some three years ago, I parlayed a long-time sideline interest in computers into a new start at the help desk of an ISP.The first few years were challenging, as my background was very limited. But I managed to build my knowledge into a useful toolkit.
The trouble began about eight months ago when, in response to better customer education, the entire help desk staff was “volun-told” into classes in what was labelled “General Customer Service”. Of course, we don’t all fit the “nerdy” stereotype foisted on the public by the media, but the fact remains that the vast majority of IT personnel tend toward introversion, and it’s not as easy to bond with your customer and take control of the call when the problem is an unpaid bill or a keyboard that won’t respond to arthritic fingers.
Reaction by both employees and management was predictable. Employees who expressed reservations with the New Order were quickly taken into the back office for a stern dressing-down and one or two of the most obstinate were terminated.
But the worst is still to come. Starting the first of the year, the surviving technical personnel have been informed that a sales pitch will be expected on every call, with quotas and disciplinary action for those whose participation lags. Most of us view unrealistic representation by the Sales Department as one of the root causes of our problems.
I’m sure ours is not the only IT enterprise that has had to deal with this issue, so please lead on, group!
