Timeline for How to deal with non-stop callers in the service desk
Current License: CC BY-SA 4.0
7 events
| when toggle format | what | by | license | comment | |
|---|---|---|---|---|---|
| Oct 21, 2019 at 8:16 | comment | added | bornfromanegg | @Dan There is no assumption here. The OP clearly stated the reason for the users' behaviour. If you think that the OP might be wrong about why the users are behaving as they are, then you should question the OP, but dwizum's answer is valid for the question as stated. | |
| Oct 18, 2019 at 19:06 | comment | added | dwizum | @Dan you're assuming the predecessor was giving terrible support and the staff are behaving that way as a result of that terrible support How can you claim that's an assumption, when the OP literally said, users are used to a terrible support from my predecessor. Tickets were not handled at all anymore, so some of them just call and call nonstop It seems clear that the OP was stating that users called nonstop because of the previously poor support. I appreciate you giving feedback on my answer, but I'm just feeling a bit lost as to how to interpret your feedback. | |
| Oct 18, 2019 at 18:26 | comment | added | Steve-O | @Dan Even if you are correct, I don't see how that changes the validity of dwizium's answer. dwizium hasn't assumed anything, because his advice applies equally well whether this "assumption" is true or not. Regardless of how things got to be the way they are at OP's office, this advice is a solid way to get back to good practice. | |
| Oct 18, 2019 at 18:11 | comment | added | Dan | Yeah but you're assuming the predecessor was giving terrible support and the staff are behaving that way as a result of that terrible support. Instead of perhaps the staff constantly calling/emailing/etc to the predecessor until eventually he/she ignored it completely. | |
| Oct 18, 2019 at 17:35 | comment | added | dwizum | Sorry, I'm not sure I understand your point - I'm not sure how I'm making any assumption at all, much less a bold one. I mentioned the predecessor based on the OP's statement of, users are used to a terrible support from my predecessor. Tickets were not handled at all anymore, so some of them just call and call nonstop | |
| Oct 18, 2019 at 16:54 | comment | added | Dan | You're assuming the predecessor didn't ignored calls because of what is currently going on. That's a bold assumption. | |
| Oct 18, 2019 at 13:13 | history | answered | dwizum | CC BY-SA 4.0 |