|NOT the customer's picture of their site :-)|
I often wonder if there is mileage in a TV show based on our office - can't be worse than one based on people that make motor cycles.
Today, as is usual, Shaun (our escalations manager) is on the phone to our favourite telco, BT plc. It is quite normal that he is getting "assertive" with them. I phrase that as such because he has had years of practice and has been on proper telephone techniques and assertiveness courses and really does it well. One such course was run by BT I think.
So, he is cross that BT stated that an engineer had been assigned to the job and would be on site at the customer by 11am. The poor customer having driven 500 miles or so to be on-site for an engineer yesterday had decided to stay over to wait for the job to be finished today. I do feel sorry for customers when shit like this happens.
By now Shaun was on the phone for a long time, escalating from one person to the next as each told him lies or spoke over him, etc.
The excuse, initially, was that the engineer missed the 11am deadline because of "incorrect weather".
Seriously! I would not have been as calm as Shaun after that.
After a few levels of escalation, he was trying to get to the bottom of this, and they said it was "storms".
OK, storms, stopped an engineer getting to site - wow - well, there has been some bad weather in some places - that is possible. Well, we could all over hear Shaun, and we all did a double take at what he said next.
He explained, very calmly, that this customer had, on-site, on-line, an interactive weather station and camera showing clear skies, dry, 9 degrees, and very little wind. What storms?
You have to love customers like that. It almost rang my bullshit alarms, but I went to his desk and there on the screen are the on-line weather station stats for the customer's site. No bullshit at all.
The arses still did not send an engineer today, but that has to be the quickest and best answer I have seen to such a comment in my life. He has spent a lot of time on this, and I am sure the customer will get the "best" service we are able to get him for this. But well done.
Hats off to Shaun, and the customer, for that one.