emsk: (Default)
[personal profile] emsk
I was discussing the stereotype of clueless technicians at work earlier this week. The young guy had one of our ... less polite... callers on the line, and he'd been dealing with the assumption since minute one that he was clueless. It's possibly the most difficult thing we have to deal with, in tech support - knowing that so many people have terrible experiences with call centres, and they will automatically ASSUME that we are idiots too. He had a good rant and rave, we had a bitch session about the clueless employees and employers that make our jobs harder, and carried on.

That conversation came back to me this afternoon.

Our Orcon connection fell over. We have both phone and ADSL through them. There's a terrible stereotype regarding first-line ISP technicians, particularly the ones at NZ Telecom, who, in every single interaction I have ever had with them, are terrible. (The phone techs haven't been so bad, but their ISP support...)

So, I rung up, spoke to a very pleasant chap allegedly called Frank, realised I could not remember our telephone number and apologised for not having this obvious piece of information on hand (he laughed). Explained we had neither telephone nor Internet, and that as I was on-call this weekend I'd like to know if it's an outage or something - not that my being on-call is in any way their problem, but if the Internets return, I don't have to go to the office. He popped me on hold while line testing*.

Apparently something-something-reset-something-exchange-something, which I frankly didn't catch because I was so astonished that the phone and internet both magically worked again, without my having to go through all the rigmarole of "yes, it's not my equipment, yes, I've tried three different telephones in all the ports in the house, yes, I've restarted the router, no, it's not my home network". Bad Mahal, no biscuit, you assumed the stereotype would apply..

Hooray for ISP technicians who are actually good at their jobs! Hooray Orcon for hiring these people! Hooray internet!


* Amazingly, the hold music wasn't terribly shitty either!

Originally published at spinneretta.com.
» Click here « to leave any comments.

Profile

emsk: (Default)
emsk

November 2015

S M T W T F S
1234567
891011 121314
15161718192021
22232425262728
2930     

Most Popular Tags

Style Credit

Expand Cut Tags

No cut tags
Page generated Jul. 5th, 2025 11:12 pm
Powered by Dreamwidth Studios