Sub-standard Operating Procedures
Me: “Hi, can you please assist us? Our email is not working.”
Service Desk: “Please send an email, as per standard operating procedure.”
Me: “But I can’t send an e-mail. Our email is not working.”
Service Desk: “We cannot act on a phone call. We need an email to start a ticket.”
Me: “I don’t think you understand: my email is not working, and it is the same for my coworkers.”
Service Desk: “No, you don’t understand. As per standard operating procedure, without an email, we cannot open a ticket.”
(This continued for awhile, but neither I nor my coworkers got anywhere. Finally, one of my coworkers was so fed up with it that he went home and sent an email from his personal address!)
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
