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Re: Don't you just love outsourcing . . .



fixed

Jeff,

If you even feel your voice start to rise, stop, take a breath and grab 
paper and pen.  Make sure you get that reference number.  Get a first, and 
last name - ask for spelling.  If they will not give you a last name, ask 
to speak to a duty manager or someone who will give you their last name.

It's gotten to the point that I write down names before giving any detail. 
 After getting hung up on a few times I got real tired of that service. 
When I finally got someone who gave a rip - they were steamed at the 
person who hung up on me.  If I had the name I really doubt they'd still 
be with IBM.  Names matter - just saying something like "I think the 
accent sounded like (xxxxxxxx)" doesn't really help - large departments.

Several of these people would really benefit from some classes like "Seven 
Habits of Highly Effective People".  Especially the habit "Seek first to 
understand - then to be understood."

Rob Berendt
-- 
Group Dekko Services, LLC
Dept 01.073
PO Box 2000
Dock 108
6928N 400E
Kendallville, IN 46755
http://www.dekko.com





"Jeff Crosby" <jlcrosby@xxxxxxxxxxxxxxxx> 
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06/14/2004 02:16 PM
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Subject
Don't you just love outsourcing . . .






Placed a service call to IBM Friday morning on a 6400 printer.  Got no
reference number.

Called in just now to check because no one has called or shown up.  IBM 
has
no record on a service call on this particular printer.  Placed another
call.

Took 7 minutes to place because the lady on the other end could not
reasonably speak or understand English.

Then it took another 7 minutes on hold until a 'consultant' was available.
All the consultant did was 1) verify contact information, 2) ask what the
problem was (which I had already detailed to the first person), 3) ask if 
we
tried another ribbon, and then 4) dispatched it to the local CE.

Arrgh.  I'm not used to this kind of 'service' from IBM. 

-- 
Jeff Crosby
Dilgard Frozen Foods, Inc.
P.O. Box 13369
Ft. Wayne, IN 46868-3369
260-422-7531

The opinions expressed are my own and not necessarily the opinion of my
company.  Unless I say so.



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