Dilbert must have contacted a New Zealand ISP...

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freitasm

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#97168 12-Feb-2012 21:45

From today's Dilbert strip:

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codyc1515

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#580599 12-Feb-2012 21:51

freitasm: What? What? I can't hear you.

Me trying to call Vodafone earlier today..

robbyp

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#580608 12-Feb-2012 22:06

I was wondering why the online CS were so keen to close tickets. I have found many of them close the ticket before they have actually resolved the problem, and you then can't contact the,m on that closed ticket, when you need additional help.

freitasm

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#580610 12-Feb-2012 22:08

I have pointed this out before... (might search later). People are not measured on how effective they are but on how many "problems" they solve. And they measure problem solving by counting closed tickets - exactly what the strip shows today.

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DonGould

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#580616 12-Feb-2012 22:14

This strip is not my ISP.... I could understand the English in that strip. :p

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tonyhughes

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#580975 13-Feb-2012 17:58

Hehe...

raytaylor

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#581011 13-Feb-2012 19:15

Ticket? Whats a ticket?
When someone calls me, i fix it.
If i have to drive out to their house, or go up a mountain at 3am, i will.

Ray Taylor

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freitasm

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#581014 13-Feb-2012 19:19

raytaylor: Ticket? Whats a ticket?
When someone calls me, i fix it.
If i have to drive out to their house, or go up a mountain at 3am, i will.

A ticket is something you open to record a job. Even if you fix a fault, one would still expect a ticket to be created, so there's a track - you know what happened with that customer previously, what steps were taken, when, who did it. And it also serves as metrics that indicate how effective your support is.

Surely, as a provider you measure everything. Right?

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raytaylor

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#581028 13-Feb-2012 19:29

freitasm:
raytaylor: Ticket? Whats a ticket?
When someone calls me, i fix it.
If i have to drive out to their house, or go up a mountain at 3am, i will.

A ticket is something you open to record a job. Even if you fix a fault, one would still expect a ticket to be created, so there's a track - you know what happened with that customer previously, what steps were taken, when, who did it. And it also serves as metrics that indicate how effective your support is.

Surely, as a provider you measure everything. Right?

Yes i know what a ticket is - was joking. I setup osTicket for our clients on a regular basis.

For my ISP operations - everything is in my head. Thats a reflection on how i value personal relationships with customers and am dedicated to what I do. Will need to setup osticket for myself if i decide to hire a staffmember.

Ray Taylor

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scuwp

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#581063 13-Feb-2012 20:49

I think this one is the real truth:

The Official Dilbert Website featuring Scott Adams Dilbert strips, animations and more

Lazy is such an ugly word, I prefer to call it selective participation

codyc1515

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#581077 13-Feb-2012 21:05

scuwp: I think this one is the real truth:

Yes! This sounds more like it.

raytaylor

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#581099 13-Feb-2012 21:29

scuwp: I think this one is the real truth:

Ray Taylor

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DonGould

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#581149 13-Feb-2012 23:05

raytaylor: Thats a reflection on how i value personal relationships with customers and am dedicated to what I do.

^^^

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DonGould

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#581150 13-Feb-2012 23:06

freitasm:
A ticket is something you open to record a job. Even if you fix a fault, one would still expect a ticket to be created, so there's a track - you know what happened with that customer previously, what steps were taken, when, who did it. And it also serves as metrics that indicate how effective your support is.

Surely, as a provider you measure everything. Right?

After decades of producing systems to measure stuff I came to realise that sometimes you can get way to involved in measurement and just loose the plot.

Promote New Zealand - Get yourself a .kiwi.nz domain name!!!

Check out mine - i.am.a.can.do.kiwi.nz - don@i.am.a.can.do.kiwi.nz

Ragnor

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#581468 14-Feb-2012 17:36

raytaylor:
For my ISP operations - everything is in my head. Thats a reflection on how i value personal relationships with customers and am dedicated to what I do. Will need to setup osticket for myself if i decide to hire a staffmember.

What happens if you're sick or you get hit by a bus?

But yeah I agree lots of bigger businesses measure the wrong thing, have a look at what 37 signals do... it's a pretty awesome way of approaching the problem:

http://smiley.37signals.com/