Someone seemingly has a grudge on me(??) at work because I don't know how to use the tools I'm not properly skilled or trained for. Nevermind that I never try to ask for help unless I hit a brick wall I can't seem to get beyond, and documentation is rife with outdated information as to how to exactly carry things out, and the customer on the phone is not someone I am willing to put on the line while waiting for them to confirm whether they'll end up doing it or not.
To properly illustrate though; we do have three tiers of agents on the floor. First is us, the cannon-fodder. Usually, we're able to resolve issues on our own without further assistance, and I take note of the processes undertaken to actually perform a task...
But usually, there's something we call 'Schedule Adherence' and as frontliners, we can't just suddenly request to go off the phones to request additional training how to use the tools and perform workarounds. So we have the second tier; the Mentor role, to handle inquiries from agents on the floor and assist with supervisory calls. If an agent can't find a workaround, they look to the mentors for advice for a possible resolution -- and they're not exactly expected to fix the issue at all; just give it an attempt and see if it works; explain why it doesn't or indicate that said method to work around issues with the tools we use and transfer calls to a different department if need be.
The top tier are actually the actual supervisors themselves, and they're honestly less-skilled about the entire gig than the mentors themselves.
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I attempted to contact a mentor, who tried to complete a particular workaround to get a customer's service to work. First, they need to complete a workorder I wasn't able to bypass because of cable tv codes on the account. Not that I didn't try anyway; it returned an error for the exact same reason. I indicate that they need the internet codes into the modem which they owned and purchased. Nope, fucker just somehow completes the workorder that was pending and expects me to add the codes into the device. Normally, I'm able to do that, but I indicated it for the same exact reason that I already tried doing it and it returned a specific error, disallowing me from adding it.
So I ask again, put the codes on the modem the customer owns. Person puts it on the wrong device, and having not noticed it (my bad), spent like 15 minutes troubleshooting for an issue that was on my end.
I explained again that I can't bypass it and really want to get the modem active for customer -- with the specific modem they own, and they finally manage it -- but my coworker states they were slightly miffed at me for asking too many questions. Had I known how to do these things, I'd do it myself and stop bugging you, but I can't even request training for the said tools, and nobody's willing to teach in the first place.
Thank goodness customer was a good sport -- but I spent an hour on the call which would just have taken a quarter of it. If only because internal support didn't pay attention and even got the gall to get angry. It's not like I'm passing the call to you because I pissed off the customer. I am still handling the call after all. Ugh.
I just needed to let this out.
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Topic: Things that made you sad today thread. (Read 9767499 times)