Fighting the temptation to be sarcastic when logging calls

Belmit · 30-04-2007, 16:17

We have started using a new call logging system in the past couple of weeks, and now have to log absolutely every action we make, even if we solve the problem in ten seconds over the phone. It sucks. Especially when people don't know what the problem is. I can forgive any amount of technical incompetence from users since most of them don't have any kind of computer literacy and so you have to make allowances for that, it's my job. But for the sake of Pete, at least know what the problem is when you call:

[From about fifteen minutes ago]

Me: "Hi, helpdesk."

User: "Hi, we have graduates who come in to use the system and the 'student careers' logon won't allow them access to certain programs."

"That's odd. Anyone should be able to access any of the programs installed on a PC they log into. Which programs weren't working?"

"I don't know."

"O...K..."

"It wasn't Thunderbird."

"........?"

"Ah, it was the portal. It says 'log in' but it doesn't work with the one we have."

"That'll be because the portal is set up for the individual needs of the user. It checks their username and gives them access to the appropriate sections. Since the student careers logon isn't assigned to any one person it won't allow you to log in. What parts of the portal were they trying to access?"

"You'll have to speak to Rosemary about that."

"........?"

"She told me about the problem but I'm a bit vague about what they were trying to do."

"Could you get her to log the call on the helpdesk software with details of what they're trying to access?"

"Yes, I'll do that"

"Thanks, bye!"

"Bye!"

[Hang up]

[Logs last call]

User: Student Services
Problem: Someone with no account, who isn't a student, cannot access student information. I think.

Thunderbird working A-OK.

30-04-2007, 16:17	#1
Belmit The Mouse King of Denmark Join Date: Jul 2006 Location: The Winchester Posts: 6,476	Fighting the temptation to be sarcastic when logging calls We have started using a new call logging system in the past couple of weeks, and now have to log absolutely every action we make, even if we solve the problem in ten seconds over the phone. It sucks. Especially when people don't know what the problem is. I can forgive any amount of technical incompetence from users since most of them don't have any kind of computer literacy and so you have to make allowances for that, it's my job. But for the sake of Pete, at least know what the problem is when you call: [From about fifteen minutes ago] Me: "Hi, helpdesk." User: "Hi, we have graduates who come in to use the system and the 'student careers' logon won't allow them access to certain programs." "That's odd. Anyone should be able to access any of the programs installed on a PC they log into. Which programs weren't working?" "I don't know." "O...K..." "It wasn't Thunderbird." "........?" "Ah, it was the portal. It says 'log in' but it doesn't work with the one we have." "That'll be because the portal is set up for the individual needs of the user. It checks their username and gives them access to the appropriate sections. Since the student careers logon isn't assigned to any one person it won't allow you to log in. What parts of the portal were they trying to access?" "You'll have to speak to Rosemary about that." "........?" "She told me about the problem but I'm a bit vague about what they were trying to do." "Could you get her to log the call on the helpdesk software with details of what they're trying to access?" "Yes, I'll do that" "Thanks, bye!" "Bye!" [Hang up] [Logs last call] User: Student Services Problem: Someone with no account, who isn't a student, cannot access student information. I think. Thunderbird working A-OK. __________________