So you want to report a network failure
Feb. 18th, 2015 12:14 pm![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
justalurkrIdeal world:
1. Customer calls with a really specific description of the problem -- what's happening, where it's taking place/what they were trying to do when it happened, how long it's been going on.
2. First contact care whips out the tech guide and uses it to eliminate known outages, service availability, user error, equipment or provisioning error and maybe other stuff as relates to the specific product or service.
3.a. First contact rep either provides a planned restoral time for the known outage, corrects any of the failures or sends a detailed ticket with all of that information to the next level of support.
3.b. In the event of a ticket, next level of support does a deeper dive for that planned restoral time/wtf is going on and returns it with that information.
4. Customer goes on his/her merry way, delighted to be a subscriber or at least with the impression that the organization has some idea of what it's doing.
What actually happens:
1. Customer calls in somewhere between adorably hurt/confused and enraged at the real or perceived failure of the product or service and cannot or will not (a) provide enough information or (b) submit to any further troubleshooting because (spontaneous combustion of outage here.)
2. First contact care whips out the tech guide and gets through as much of it as they can and pitches a ticket over the wall to get this waste of time off their phone.
3. Next level of support gets the incomplete OMGWTFBBQ ticket, clears the product or service network within a set of time and location parameters that may or may not have anything to do with the customer's real or perceived complaint and return the ticket with some version of "no trouble found until you stop smoking crack and send some valid info." First point of contact care gets to call the customer back and have a very unpleasant conversation for all parties involved.
4. If the customer wasn't already with the competition, they sure as hell are now.
tldr; Even if it's true that your product or service has never worked anywhere (which is the trifecta of futility when it come to reporting what happened, where it took place and how long it's been going on in relation to establishing a network failure,) something happened that drove your call into the service center. Be as specific as you can about that if they're busy dismissing the likelihood of it being an equipment or provisiioning failure. Outrage is only good for getting credits or free products/services. Reporting trouble gets farther not with honey, but with calm, reasoned discourse.
Yeah, I've been reviewing tickets for process improvements again.
1. Customer calls with a really specific description of the problem -- what's happening, where it's taking place/what they were trying to do when it happened, how long it's been going on.
2. First contact care whips out the tech guide and uses it to eliminate known outages, service availability, user error, equipment or provisioning error and maybe other stuff as relates to the specific product or service.
3.a. First contact rep either provides a planned restoral time for the known outage, corrects any of the failures or sends a detailed ticket with all of that information to the next level of support.
3.b. In the event of a ticket, next level of support does a deeper dive for that planned restoral time/wtf is going on and returns it with that information.
4. Customer goes on his/her merry way, delighted to be a subscriber or at least with the impression that the organization has some idea of what it's doing.
What actually happens:
1. Customer calls in somewhere between adorably hurt/confused and enraged at the real or perceived failure of the product or service and cannot or will not (a) provide enough information or (b) submit to any further troubleshooting because (spontaneous combustion of outage here.)
2. First contact care whips out the tech guide and gets through as much of it as they can and pitches a ticket over the wall to get this waste of time off their phone.
3. Next level of support gets the incomplete OMGWTFBBQ ticket, clears the product or service network within a set of time and location parameters that may or may not have anything to do with the customer's real or perceived complaint and return the ticket with some version of "no trouble found until you stop smoking crack and send some valid info." First point of contact care gets to call the customer back and have a very unpleasant conversation for all parties involved.
4. If the customer wasn't already with the competition, they sure as hell are now.
tldr; Even if it's true that your product or service has never worked anywhere (which is the trifecta of futility when it come to reporting what happened, where it took place and how long it's been going on in relation to establishing a network failure,) something happened that drove your call into the service center. Be as specific as you can about that if they're busy dismissing the likelihood of it being an equipment or provisiioning failure. Outrage is only good for getting credits or free products/services. Reporting trouble gets farther not with honey, but with calm, reasoned discourse.
Yeah, I've been reviewing tickets for process improvements again.
