 |
|
|
|
|
|
| |
| |
|
|
|
|
| |
| |
|
|
> Unfortunately my ISP (who will remain unnamed but whose initials are BT)
> has seen it fit to outsource their call-centres to Mumbai and staff them
> with 1st-line "engineers" whose sole purpose is to avoid raising any
> tickets to 2nd-line or higher. Despite my explaining what the probable
> cause of the fault was (The telecomms switch-room is in the basement of
> my block of flats and it had been flooded a month ago. It was therefore
> likely that the various connectors had been corroded), it wasn't until I
> unilaterally raised my complaint to the office of the Customer Service
> Director that any action was taken.
Indians have a respect for authority that is almost as deeply rooted as
the Japanese's. So low-level employees will stick to procedure and not
show any initiative, for fear of running afoul of higher ups. Even if
the person you spoke to knew that you were probably right, he needed to
follow his script.
--
/*Francois Labreque*/#local a=x+y;#local b=x+a;#local c=a+b;#macro P(F//
/* flabreque */L)polygon{5,F,F+z,L+z,L,F pigment{rgb 9}}#end union
/* @ */{P(0,a)P(a,b)P(b,c)P(2*a,2*b)P(2*b,b+c)P(b+c,<2,3>)
/* gmail.com */}camera{orthographic location<6,1.25,-6>look_at a }
Post a reply to this message
|
|
| |
| |
|
|
|
|
| |
| |
|
|
On 12/03/14 12:52, Stephen wrote:
>
>
> Did you get withdrawal symptoms?
> Ten days of cold turkey, what!
>
It was hell, Carruthers, sheer hell.
>
> They probably did but it is black magic to most people.
Sadly, so true. As Mr T Bliar PM once said, "Edyoukation, Edyoukation,
Edyoukation."
> (Am I allowed to say that? I never can tell.
Probably, but you never know with the PC police.
John
--
Protect the Earth
It was not given to you by your parents
You hold it in trust for your children
Post a reply to this message
|
|
| |
| |
|
|
|
|
| |
| |
|
|
On 12/03/14 13:37, Francois Labreque wrote:
>
> Indians have a respect for authority that is almost as deeply rooted as
> the Japanese's. So low-level employees will stick to procedure and not
> show any initiative, for fear of running afoul of higher ups. Even if
> the person you spoke to knew that you were probably right, he needed to
> follow his script.
>
A good point.
There was an article in New Scientist a couple of years ago that related
the behaviour of bi- and tri-lingual children and teenagers when
speaking any one of their particular languages. As I recall, a
Japanese/English speaking kid would be considerably more polite and
deferential when speaking Japanese than when speaking English.
John
--
Protect the Earth
It was not given to you by your parents
You hold it in trust for your children
Post a reply to this message
|
|
| |
| |
|
|
|
|
| |
| |
|
|
> There was an article in New Scientist a couple of years ago that related
> the behaviour of bi- and tri-lingual children and teenagers when
> speaking any one of their particular languages. As I recall, a
> Japanese/English speaking kid would be considerably more polite and
> deferential when speaking Japanese than when speaking English.
In English we don't really change the language much depending on who we
are speaking to. In German you have du/sie but in Japanese there are
more options, and in the extreme (eg dealing with the boss of your
company or an important customer) things get pretty crazy. A Japanese
colleague once literally translated what he'd just been told in a bank,
it went something like "With respect, we beg your permission to kindly
allow us to forward this form as quickly as possible to our
headquarters.". The equivalent in an English bank would probably be
"we'll send this off to head office ok".
Post a reply to this message
|
|
| |
| |
|
|
|
|
| |
| |
|
|
On Wed, 12 Mar 2014 10:53:22 +0000, Doctor John wrote:
> Yup. Go to the top but only when you have tried the "recommended" route
> first.
Yep, I try to give the techs the benefit of the doubt - as a Linux user,
I know sometimes even if they know, they can't say (liability being what
it is) - had a discussion with one tech on the other call about that as
well. He ended up giving me a pointer that worked, though he really
wasn't permitted to. :)
Jim
--
"I learned long ago, never to wrestle with a pig. You get dirty, and
besides, the pig likes it." - George Bernard Shaw
Post a reply to this message
|
|
| |
| |
|
|
|
|
| |
| |
|
|
On 12/03/14 18:32, Jim Henderson wrote:
> Yep, I try to give the techs the benefit of the doubt - as a Linux user,
> I know sometimes even if they know, they can't say (liability being what
> it is) - had a discussion with one tech on the other call about that as
> well. He ended up giving me a pointer that worked, though he really
> wasn't permitted to. :)
>
Sorry about the late reply. The Feegle has been having breathing
difficulties recently and today the consultants recommended the knife
(tonsils and adenoids). I (as the son of a surgeon) am not overly
concerned but the Kat is - so, much discussion and reassurance.
Back to the thread:
Your experience not withstanding, it seems to me that most 1st-liners
are just reading a script and few of them understand that there are more
than 2 OSes.
A long time ago, I was the National Training Director of a pair of large
corporations (AirCall Communications and TeleData). One of the things
that I fought for and won was not only a doubling of the training period
but also a buddy-buddy system for the first month of their active
working life so if they had a call they could not cope with they had an
'angel sitting on their shoulder'.
John
--
Protect the Earth
It was not given to you by your parents
You hold it in trust for your children
Post a reply to this message
|
|
| |
| |
|
|
|
|
| |
| |
|
|
Doctor John <j.g### [at] gmail com> wrote:
> Your experience not withstanding, it seems to me that most 1st-liners
> are just reading a script and few of them understand that there are more
> than 2 OSes.
I think it's sad when *telemarketers* are reading from a script and
then don't know how to answer technical questions.
What does it tell about a company when they have to hire people to
read a script without much understanding to sell their product...
--
- Warp
Post a reply to this message
|
|
| |
| |
|
|
|
|
| |
| |
|
|
On 13/03/14 23:01, Warp wrote:
> Doctor John <j.g### [at] gmailcom> wrote:
>> Your experience not withstanding, it seems to me that most 1st-liners
>> are just reading a script and few of them understand that there are more
>> than 2 OSes.
>
> I think it's sad when *telemarketers* are reading from a script and
> then don't know how to answer technical questions.
>
> What does it tell about a company when they have to hire people to
> read a script without much understanding to sell their product...
>
... that they care more about the bottom line, in the short term, than
they do about future sales?
BTW Ignoring Teledata, AirCall was a real disaster management system.
Ask Stephen about Piper Alpha
John
--
Protect the Earth
It was not given to you by your parents
You hold it in trust for your children
Post a reply to this message
|
|
| |
| |
|
|
|
|
| |
| |
|
|
On Thu, 13 Mar 2014 22:56:05 +0000, Doctor John wrote:
> On 12/03/14 18:32, Jim Henderson wrote:
>> Yep, I try to give the techs the benefit of the doubt - as a Linux
>> user,
>> I know sometimes even if they know, they can't say (liability being
>> what it is) - had a discussion with one tech on the other call about
>> that as well. He ended up giving me a pointer that worked, though he
>> really wasn't permitted to. :)
>>
>>
> Sorry about the late reply. The Feegle has been having breathing
> difficulties recently and today the consultants recommended the knife
> (tonsils and adenoids). I (as the son of a surgeon) am not overly
> concerned but the Kat is - so, much discussion and reassurance.
Eep, I hope Feegle is doing better. We've done the "child with breathing
difficulties" thing once (no surgery ended up being required - it was a
severe asthma attack - but it's still a scary thing), so I empathize.
We've had our own batch of unfortunate medical issues - mostly with the
two older cats (12 teeth to extract between the two of them and one who's
managed to cut the skin open on his right side, and we don't know how -
he's getting stitched up right now), and I had a trip to the ER last week
for a kidney stone.
> Back to the thread:
> Your experience not withstanding, it seems to me that most 1st-liners
> are just reading a script and few of them understand that there are more
> than 2 OSes.
> A long time ago, I was the National Training Director of a pair of large
> corporations (AirCall Communications and TeleData). One of the things
> that I fought for and won was not only a doubling of the training period
> but also a buddy-buddy system for the first month of their active
> working life so if they had a call they could not cope with they had an
> 'angel sitting on their shoulder'.
That's an excellent idea - I didn't know you had background in training -
I've done my own fair share of training development, delivery, and
managing programs. Small world.
Jim
--
"I learned long ago, never to wrestle with a pig. You get dirty, and
besides, the pig likes it." - George Bernard Shaw
Post a reply to this message
|
|
| |
| |
|
|
|
|
| |
| |
|
|
>> Thanks very much for that info, appreciated. That's just the kick I need
>> to call Mumbai when I get home tonight.
>>
>
> No problem.
So my line is on a 48 hour "test" right now. I just pray that the
disconnection problems show up during this time...
I'm thinking of connecting up my raspberry pi directly to the router and
logging the ping to the BT servers every minute to a text file 24/7.
There's probably an easy linux command to do that...
Post a reply to this message
|
|
| |
| |
|
|
|
|
| |
|
|
