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New CS call ala shark tank
I have a customer with a sev 2 ticket
Me: your internal network is down
Cust: Yes I know were all down, Tulsa, Virginia and the west coast as well
Me: So I dont understand the problem
Cust:Well your Network Application isnt responding
Me: you will have to wait until your network is fixed
Cust: You mean I have to wait for the switch to be working? That will take a long time
Me: Im sorry but until your network is working we cannot reach you
/me closes ticket
new ticket pops
open it
you guessed it.

Network between your company and mine is down sev one we need it fixed
/me bangs head into wall
thanx,
bill







I do hold an englishman's brothel is his castle , where he should behave accordingly--as many flash tails as he likes , but none of the troop fornications that the orientals and germans indulge in. Its not the indecency I mind , but the company of a lot of boozy brutes hallooing and kicking up a deuce of a row when I want to concentrate and give off my best. A regular bacchanalia is something to see right enough, but I am with the discriminating Frog who said that one is interesting, but only a cad would make a habit of it.
Sir Harold Flashman esquire VC OBE

questions, help? [link|mailto:pappas@catholic.org|email pappas at catholic.org]
New "Dear, the internet is broken. I've got wrong
directions from Mapquest. Could you please fix it?"

--

Select [link|http://www.glumbert.com/pictures/Default.asp?index=30|here].
New Don't close the ticket:
Set the status to: "waiting for customer response"

"What response?"
"For them to tell us their network is back up."

;-)
Regards,

-scott anderson

"Welcome to Rivendell, Mr. Anderson..."
New exactly the right thing to do! but still funny
-drl
New You misunderstood your role
You thought that your role was to fix the problem or label it unfixable.

Your actual role is to make the customer feel that they have been heard. You would have done that if you made it clear why their network was critical, and spent 5 minutes listening to how frustrated they are that they can't get anything done.

You wouldn't have solved any technical problem, but you would have solved your social one.

Cheers,
Ben
"good ideas and bad code build communities, the other three combinations do not"
- [link|http://archives.real-time.com/pipermail/cocoon-devel/2000-October/003023.html|Stefano Mazzocchi]
New my social problem was fixed
I have a good relationship with the sysadmin of that company who wasnt told the network was flat until After I called him and let him know where to look. The other folks can take this other guys tickets.
thanx,
bill
I do hold an englishman's brothel is his castle , where he should behave accordingly--as many flash tails as he likes , but none of the troop fornications that the orientals and germans indulge in. Its not the indecency I mind , but the company of a lot of boozy brutes hallooing and kicking up a deuce of a row when I want to concentrate and give off my best. A regular bacchanalia is something to see right enough, but I am with the discriminating Frog who said that one is interesting, but only a cad would make a habit of it.
Sir Harold Flashman esquire VC OBE

questions, help? [link|mailto:pappas@catholic.org|email pappas at catholic.org]
     CS call ala shark tank - (boxley) - (5)
         "Dear, the internet is broken. I've got wrong - (Arkadiy)
         Don't close the ticket: - (admin) - (1)
             exactly the right thing to do! but still funny -NT - (deSitter)
         You misunderstood your role - (ben_tilly) - (1)
             my social problem was fixed - (boxley)

A marvelous break-through in purest Digital-Think.
60 ms