Priority Training Wasn’t Given Priority

, , , , , , | Working | August 30, 2018

(I’m an IT helpdesk manager. Over the summer, we have a lot of projects, and as such we are trying to get customers to help themselves rather than relying on us to hold their hands when fixing their problems. I come back from a meeting to one of the first-line guys with a call on hold. He passes it to me as the woman on the other end is causing a bit of a fuss. She’s lost a folder in her email application. It happens all the time. Usually it’s just an accidental drag and drop into another folder. She won’t listen to my instructions to find it.)

Caller: “Send someone round to my desk, now!

(She’s literally a data entry clerk; she has no urgent work. I try again to coach her on how to find the folder herself. She doesn’t want to know.)

Me: “I would advise you to log a ticket on our system with the details, and we’ll get back to you.”

(Ten minutes later, a “Priority One” ticket appears. When you log this, it tells you this is only for full system outages, power cuts, or VIP tickets. The ticket has no extra information, only, “Lost email folder. Send someone to help ASAP.” I then get two emails: one from my boss, and one from his boss. They’ve been notified that a “Priority One” ticket has been raised, and they want to know why. I downgrade it to a “Priority Three,” and attach some basic instructions for the user to follow, advising that if she still can’t find the folder after following the instructions, then we’ll assign someone from second-line support to look at it for her.)

Caller: *responding in all caps* “I WANTED SOMEONE TO COME AND LOOK AT THIS FOR ME, NOT GIVE ME INSTRUCTIONS. I MIGHT AS WELL HAVE DONE THIS MYSELF!”

(Now she’s getting it. I closed the ticket, asking her not to log “Priority One” tickets for non-critical matters again. My replies to my boss and his boss were also copied to her boss, who replied to all that he would remind her not to do that again.)

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