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So, those familiar with my posts over in Cursing out Co-workers know, my department has had two admin assistants that have been from the hot flamey place. After firing the last one, we now have an AAFH (now from Heaven!)
What follows is an email exchange between the AAFHeaven and SP (sucky professor) which happened while I was out at a doctor's appointment.
SP - "I am attempting to get an updated roster for (class) meeting in (location). Unfortunately, what I am finding is only showing one student. Where should I be looking?"
AAFHeaven - "Dear Prof SP,
We received your inquiry about the (class) class roster. I checked with the Registrar’s office and it seems that you really just have one student enrolled in that class.
Have you spoken to any other students? Do you know for sure that there are others to be enrolled in that particular class? If that is the case, maybe they just haven’t completed their enrollment process.
As of right now, however, it seems that you are looking at the right place in (system) but there really is just one student.
Should you have any more questions or if you are sure that there should be more students in that class, please call the Registrar’s office at (phone #)."
At that point, since she pointed him in the right direction, and it wasn't OUR problem, she closed the work order. A "feature" of our work order tracking software is that it sends an email to the requestor telling them that their work order is completed when we close it.
So, SP gets the completed work order email, which says that AAFHeaven told him that there really is NO problem, and to contact the Registrar's Office.
SP- "Actually, this is not a completed work order. There are 14-students enrolled in (class) with only one showing on the (system) site. I understand that this is due to a delay in "paper work(?)." the information you are providing is contrary to what I have been told by the (program recruiters)."
AAFHeaven - "Dear Prof. SP,
I am sorry you feel disappointed but if there is any paper work delay – it is not the helpdesk’s fault. We are here to provide you with support for any technology-related inquiries and as far as the (system) is concerned – there are no problems. I know it seems there should be no “paper work” but you have to understand that there is an enrollment procedure between the (program) and the Registrar’s office that we are neither aware of, nor at fault for. As I mentioned, I checked with the Registrar’s office and it seems that all the other students are not officially enrolled for the class (even though they might have already filled out something on (system) – apparently it has to go through approval by both the (program) and the Registrar’s.
Once again, I am sorry if you feel disappointed with the helpdesk but I assure you I have done everything in my power to assist you and as far as I am concerned – this is a closed work order. There is simply nothing more we can do. Should you have any questions about the enrollment procedure, please do not hesitate to call the (program reps) at (number) or the Registrar’s at (number)."
SP - "Ms. AAFHeaven,
It is not that I was disappointed that (Helpdesk) could not resolve the problem, it was the tone of the message and the fact you assumed that (organization) was not at fault. Asking if I had spoken to the students was perceived that I had not done my job. In fact I had taught the class twice, had an initial list from (recruiter) of 15 students, two not attending and one addition. Yes, I spoke to them and they were all registered. You also assumed that the students may be at fault. This is again incorrect. More importantly is my disappointment at the failure to advise me that the process was delayed and that all of the registrations had not yet been entered into the system, which as I understand now is the case."
AAFHeaven - "Dear Prof. SP,
I feel that in your disappointment you are making many assumptions that are incorrect and this is offending me on a personal level. I have never placed a fault on anyone, or even implied so.
1. I have not implied you are not doing your job. I asked if you know how many students should be enrolled. That’s all.
2. By saying that some students might have not completed all of the registration process I was making a guess as of why the problem has occurred and trying to assist you, not blaming the students.
3. Again, failure to advise you that there was a delay has nothing to do with the helpdesk. As a matter of fact I am not aware that there is a delay at all. My understanding is that this is a procedure between (program) and the Registrar’s office and I am sorry if that procedure happens to take longer than you expect. I simply do not know what that procedure is and how long it is supposed to take.
4. I did not assume (organization) is not at fault. I just avoid placing fault on anybody before I am certain on what is going on.
The only thing I assumed is that given your occupation, you would appreciate my political correctness and my desire to help you despite the fact that you are being rude to me and have insulted me as an individual and as an ethical employee. I do understand that you might just be frustrated with the issue and not me but I would like to request that you stop attacking me & resolve the issue with the Registrar’s office. If you have any complaints about my service, please contact my supervisor (supervisor) and place a complaint with her.
Thank you for your time. I hope it all works out for you and should you have any IT-related inquiries, please do not hesitate to contact the helpdesk."
I should note at this point, that SP is teaching a political science class.
Also, totally pissed beyond belief, she CCed that email to her supervisor (dept head) and the person who deals with that program in the registrar's office. Dept head, being one of those rare GOOD bosses sent the exchange over to one of the big wigs in the program.
Which got this email
Program Big Wig - "Good morning. I wanted both of you to know that I have spoken to SP of which was a very candid conversation. I have thoroughly explained that the situation that has occurred is part of the ramifications of the (organization) accelerated model and that this is in no way a customer service issue. I will not comment on his personality appeal but will say that he is on my radar. If there are any more out of the way issues with him, please do not hesitate to forward his email as his condescending approach will not be tolerated as you did everything in your power to assist."
So, there ya go, folks, there ARE good bosses out there! And I'd hate to be in this guy's class!
What follows is an email exchange between the AAFHeaven and SP (sucky professor) which happened while I was out at a doctor's appointment.
SP - "I am attempting to get an updated roster for (class) meeting in (location). Unfortunately, what I am finding is only showing one student. Where should I be looking?"
AAFHeaven - "Dear Prof SP,
We received your inquiry about the (class) class roster. I checked with the Registrar’s office and it seems that you really just have one student enrolled in that class.
Have you spoken to any other students? Do you know for sure that there are others to be enrolled in that particular class? If that is the case, maybe they just haven’t completed their enrollment process.
As of right now, however, it seems that you are looking at the right place in (system) but there really is just one student.
Should you have any more questions or if you are sure that there should be more students in that class, please call the Registrar’s office at (phone #)."
At that point, since she pointed him in the right direction, and it wasn't OUR problem, she closed the work order. A "feature" of our work order tracking software is that it sends an email to the requestor telling them that their work order is completed when we close it.
So, SP gets the completed work order email, which says that AAFHeaven told him that there really is NO problem, and to contact the Registrar's Office.
SP- "Actually, this is not a completed work order. There are 14-students enrolled in (class) with only one showing on the (system) site. I understand that this is due to a delay in "paper work(?)." the information you are providing is contrary to what I have been told by the (program recruiters)."
AAFHeaven - "Dear Prof. SP,
I am sorry you feel disappointed but if there is any paper work delay – it is not the helpdesk’s fault. We are here to provide you with support for any technology-related inquiries and as far as the (system) is concerned – there are no problems. I know it seems there should be no “paper work” but you have to understand that there is an enrollment procedure between the (program) and the Registrar’s office that we are neither aware of, nor at fault for. As I mentioned, I checked with the Registrar’s office and it seems that all the other students are not officially enrolled for the class (even though they might have already filled out something on (system) – apparently it has to go through approval by both the (program) and the Registrar’s.
Once again, I am sorry if you feel disappointed with the helpdesk but I assure you I have done everything in my power to assist you and as far as I am concerned – this is a closed work order. There is simply nothing more we can do. Should you have any questions about the enrollment procedure, please do not hesitate to call the (program reps) at (number) or the Registrar’s at (number)."
SP - "Ms. AAFHeaven,
It is not that I was disappointed that (Helpdesk) could not resolve the problem, it was the tone of the message and the fact you assumed that (organization) was not at fault. Asking if I had spoken to the students was perceived that I had not done my job. In fact I had taught the class twice, had an initial list from (recruiter) of 15 students, two not attending and one addition. Yes, I spoke to them and they were all registered. You also assumed that the students may be at fault. This is again incorrect. More importantly is my disappointment at the failure to advise me that the process was delayed and that all of the registrations had not yet been entered into the system, which as I understand now is the case."
AAFHeaven - "Dear Prof. SP,
I feel that in your disappointment you are making many assumptions that are incorrect and this is offending me on a personal level. I have never placed a fault on anyone, or even implied so.
1. I have not implied you are not doing your job. I asked if you know how many students should be enrolled. That’s all.
2. By saying that some students might have not completed all of the registration process I was making a guess as of why the problem has occurred and trying to assist you, not blaming the students.
3. Again, failure to advise you that there was a delay has nothing to do with the helpdesk. As a matter of fact I am not aware that there is a delay at all. My understanding is that this is a procedure between (program) and the Registrar’s office and I am sorry if that procedure happens to take longer than you expect. I simply do not know what that procedure is and how long it is supposed to take.
4. I did not assume (organization) is not at fault. I just avoid placing fault on anybody before I am certain on what is going on.
The only thing I assumed is that given your occupation, you would appreciate my political correctness and my desire to help you despite the fact that you are being rude to me and have insulted me as an individual and as an ethical employee. I do understand that you might just be frustrated with the issue and not me but I would like to request that you stop attacking me & resolve the issue with the Registrar’s office. If you have any complaints about my service, please contact my supervisor (supervisor) and place a complaint with her.
Thank you for your time. I hope it all works out for you and should you have any IT-related inquiries, please do not hesitate to contact the helpdesk."
I should note at this point, that SP is teaching a political science class.
Also, totally pissed beyond belief, she CCed that email to her supervisor (dept head) and the person who deals with that program in the registrar's office. Dept head, being one of those rare GOOD bosses sent the exchange over to one of the big wigs in the program.
Which got this email
Program Big Wig - "Good morning. I wanted both of you to know that I have spoken to SP of which was a very candid conversation. I have thoroughly explained that the situation that has occurred is part of the ramifications of the (organization) accelerated model and that this is in no way a customer service issue. I will not comment on his personality appeal but will say that he is on my radar. If there are any more out of the way issues with him, please do not hesitate to forward his email as his condescending approach will not be tolerated as you did everything in your power to assist."
So, there ya go, folks, there ARE good bosses out there! And I'd hate to be in this guy's class!
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