| Random |
10-03-2012 06:27 AM |
I got my first *Blink?* call last night..
My phone beeps and it's an account that we rarely see overnight.. (like it's the first one I've seen)
Quick like a bunny, I pull up our client data base and refresh on how to answer/process this call..
"Thank you for calling, (insert name, that if I named, I wouldn't have a job any more) this is Cynthia, how may I help you?
A woman answers with her name and company... hmmm company is one of our high profile companies, but doesn't match what my phone is saying...
hmmmm....
her: Yes, hello? this is....... from....... is this desktop?
me: excuse me? I'm sorry?
her: you do desktop support?
me: desktop? as in computers? well, yes,sometime, but
her: hold please
me... holding
I'm thinking someone is locked out of an account or something like that.. We generally don't do password resets for this company, but I need more information on what desktop is....
An older gentleman gets on the phone
Hello? yes, I have a case number
he give me case number, it's not any one of the three numbers that I can look up... hmmm it sort of looks like a software number, but there isn't enough numbers
hmmmm ok...
I get name, phone number, and serial number of the device...
hmmmm nothing pulls up by the serial number..
I ask him... what company are you from?
Oh... no company
BLINK....
no company? ummm I don't talk to people without companies I talk to CE's and SA's and POC's (point of contact) and other people in other companies who do the same job as me while trying to get all those initals together talking..
I put him on hold and ask my sup where the heck should I send this guy?
He tells me...
So... because we don't play on that side of the house,I have no magic number that let's me bypass the dreaded hold you get when calling into a big computer company...
14 mins on hold and I give up...
I go back to the gentleman and I ask him what the orginal issue was...
His four year old wireless mouse... the scroll button isn't working...can it be fixed?
Blink...
Lucky enough for him, I'm having the same issue with my wireless mouse at home and know that it's pretty well just worn out and he needs a new one, and no he doesn't have to get a new wireless keyboard if it's not having any issues...
I send him over to Newegg to go shopping...
Sigh... 40 mins on the phone and no one to bill...
|
