Re:Zappos CEO Tony Hsieh is stepping down after 21 years
by eecc on Wednesday August 26, 2020 @03:00AM
(#24279888)
Ah true. Last thing I did before leaving a support role - in a company that regretted hiring support people in EU and was actively driving us out of the door - was indeed this.
This customer had become aware of the MTTR metric driven bouncing around with his tickets and was playing cat-mouse.
I got this lost-cause chore as a good-bye (sarcasm) gift and it took me 1h to study the problem (at that stage, a PIP offense) identify the issue and report the bug, respond to the customer with a well-written apology, confirming that they were correct and a bug tracker id to follow.
Customer was very pleased they were finally escalated to the adult in the room ;)
Re:Zappos CEO Tony Hsieh is stepping down after 21 years
by eecc on Wednesday August 26, 2020 @04:19AM
(#24280326)
Salary. It’s much cheaper to outsource a “cost center” to a country where employees have passable proficiency in English and costs of living that are significantly lower...
This customer had become aware of the MTTR metric driven bouncing around with his tickets and was playing cat-mouse.
I got this lost-cause chore as a good-bye (sarcasm) gift and it took me 1h to study the problem (at that stage, a PIP offense) identify the issue and report the bug, respond to the customer with a well-written apology, confirming that they were correct and a bug tracker id to follow.
Customer was very pleased they were finally escalated to the adult in the room ;)