Big problem at work today

[Larry_OHF]

I thought I'd add some posts to IW since it seemed to be in need of fresh posts and I thought you'd all like to hear about some things.

So today just before lunch, we had a system-wide failure that involved a power outage from the network level (we had lights and computers, but no phones, no financial info on anyone's accounts). The first thing to come back on were the phones but for two hours (lunchtime) nobody could use their debit or credit cards to make purchases because not only was the system completely gone, but there was no VISA backup. Typically, when a financial institution has downtime, VISA steps in and will ensure up to $100 for transactions until we come back online. VISA was not even working as backup! The issue was serious for us, and they worked with the power company to get what needed to be restored back online and then our helpdesk scrambled to fix corrupted data that had occurred at the loss of power from the servers. People were calling in and asking what was going on and we could not even tell them a timeframe. One lady claimed to have an emergency and was so angry with us because she needed money now, and had already called and raised hell about it earlier. She got me and by then was worked up enough that no matter what I said at all...she was convinced I was just not helping and lying to her, and asked for the phone number to the VP! At that time, I did lie and say I could not access that number, but that I would happily transfer her to my immediate supervisor. My supervisor ended up being cussed out as well and was told she'd also be reported to the VP when this was all said and done. (Idiots show their true colors when faced with adversity, and fail in this manner. She was scared, had nobody to blame because it was a situation we could not control...but it was still our fault to her. I don't know why she thought angrily threatening VP calls was going to do for her...did she want him to do that we were not already doing?)

Anyway, after nearly two hours we were back online and helping people again...and I was scheduled to leave early so I did not have to stick around and face more jerks.

[wellard]

That sucks Larry.

It's at times like these that you wish you can reach down the phone wire and slap someone.

I would hate to do your job.

[Firestormalpha]

Dealing with customers is thankless work. Sales Reps and Customer service agents don't get paid nearly enough. Right up there with public school teachers.

[Chewbacca]

I used to hope people would start yelling and cussing, so I could switch to security mode and kick their asses out. Of course that's when I worked for a company who let the customer be wrong when they were.

[Felix The Assassin]

Why yes ma'am, no problem, please spell your name to me using phonetics so as I know I have it correct. Also, please provide me with your current phone number in phonetics as well. I will have to check with my my manager first, but feel that I can have the VP on the line with you shortly.

Most folks will experience a moment of clarity when challenged with using phonetics, and have found they will yield at that point. However, some begin immediately, at that point you must have both sets available, police and military charts, as most people who know one, do not know, or mis-speak the other. Surely everybody knows: "I spell" Golf Echo Tango - Sierra Charlie Romeo Echo Whiskey Echo Delta! Or is it, "I spell" George Edward Tom - Sam Charles Robert Edward David!?

Just think, Nielsen will place you directly with the customer! Drink a cold iced tea with sugar, lemon and a shot of "Jack", laugh it off next week!

[VulcanRider]

So what was her emergency anyway?

[Larry_OHF]

Originally Posted by VulcanRider So what was her emergency anyway?

That's what really got her yelling at me (when I asked) which told me it was not a real emergency and made me feel better about it later. She said it was not my business to know her matters, just that I knew she was expecting us to do something to appease her now. In all honesty, there was absolutely nothing that any employee could do to prevent or more quickly repair the issue and the fact that we were sitting blind with our hands tied was lost on her inability to comprehend the situation and how bad we really felt about it.

In a previous job where I was supposed to screen calls in a furniture factory before calling up an employee to the phones, I quickly learned that a person who has a real emergency never has a problem telling you exactly what it is. The ones that hesitate or say it is personal are lying.