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Cast of Characters for Today's Stories:
Me: Poor Sick Wenchie
FR: Fine Representative
S1: Stoopid #1
S2: Stoopid #2 (Luckily, on a different call)
WA: Waste of Air - Coirker I constantly have problems with
What part of online do you fail to understand?
S1: So, FR said that I needed to call when I'm online, and today is the only day that I'll be online.
Me: I understand that, so what I'm going to do is walk you through the extension, but I'm still going to transfer you to FR to leave a voicemail, so that she can call you back in the morning. She won't waive any fines until after you've been walked through the process, which is why she needed you to call when you're online. When she calls you back tomorrow, she'll be able to see that you made the extension, and you can let her know that I walked you through the process. Now, I want you to click on (program name) manager.
S1: Oh, I'm not online. I need to be online? Umm.... that's going to take a few minutes, can I call you back?
So... the stupid who called in today specifically because he needed to call when he's online... is not online. In fact, he's not even at a computer.
Waste of Air
Someone emails in a listing on Friday to be entered. The support rep on at the time (WA) sends an email reply saying that the listing has been printed for processing. But this is after Deadline on Friday and she doesn't bother to let the Saturday Data Entry person know that it wasn't entered... if someone replies to an email, we assume that the email has been taken care of unless someone lets us know that further action is needed. No email was sent, so the Saturday person didn't know the listing still needed to be processed.
So now it's Sunday, and I'm sorting through my way-too-fracking-many emails and I see this, and since it came in after Deadline on Friday and I didn't see an email to my Saturday CW, I figured that I'd double check to make sure it was entered. It wasn't. Not only that, the listing form is incomplete, so I have to contact the person who sent it in at 4:50 on Friday (it's now 11:30 on Sunday) to get the missing information. So WA really dropped the ball... it's obvious that she didn't bother to open the listing form to make sure it was complete before she sent the confirmation
I hate having to babysit my coirkers... especially this one.
Pathetic Attempt at Theft
Our billing screen defaults to Discover on the dropdown because it's first alphabetically - we don't have American Express.
Agent paying her bill: Should I try using that Discover card?
Me: Are you paying with a Discover card?
Agent: No, I don't have one... but it said Discover so I figured that maybe it had someone's card information saved...
Me. ...
Thank you for wasting 10 minutes of my life...
S2: It says that I have a pop up blocker on, but I don't.
Me: Let's double check a couple of blockers, since you could have more than one on the same computer. <Walk her through going to Tools - Pop Up Blocker... it takes 3 tries to get her to the correct screen.> Ok, does it say "Turn On Pop Up Blocker" or "Turn Off Pop Up Blocker."
S2: It says "Turn Off Pop Up Blocker." Should I click to turn it off?
Me: Yes <sighs> Ok, let's check to see if you have any other blockers.
S2: But we turned if off!
Me: You could have more than one.
S2: Why didn't you say so?
Me: ...
Me: "go to view - toolbars - read me off everything that's checked."
S2: "everything is checked."
Me: "Ok, but I need you to read me off everything."
S2: "They're all checked."
Me: <get her to read off everything... google toolbar is one of the ones she reads off. Ask her to click on it, and tell her that it should open up another window asking her if she wants to disable the addon> Do you see the window?
S2: ... <I can hear the hamsters running on their wheel, trying to escape>
Me: I'm sorry, but did the window open?
S2: I think it's a window.
Me: Read me what it says please?
S2: It says "Enable."
Me: ... That shouldn't say enabled... it should give you an option to disable. Let's go back and check the toolbars again. Have her go back to View-Toolbars and tell her again "Just read me off the things that have checkmarks in front of them." She reads off the standard list, and doesn't mention the Google Toolbar. "Ok, is there a checkmark in front of the Google Toolbar?"
S2: NO.
Me: Was there one there earlier when I asked you to read me off the items with checks in front of them?
S2: NO, but it was in the list so I read it to you anyway.
Me: <sigh>
And the worst part of this? I was on the phone with smileyeagle1021 when this call came in.... I had to give up talking to someone fun in order to take this call.
Waste of Air, Part 2
Same co-irker as mentioned above sent out an email this morning telling me that things were "getting out of hand" because an email that was sent at 5:13pm on Friday apparently wasn't answered... and how EVERY week there's at least one email missed. Except that this is only the second time that I remember recently that an email was missed. And instead of asking the person who was working on Friday and answering emails until 6:30pm to see if there was a response sent and it just wasn't copied to support, she sends out an email to everyone... and then sends a private email to me saying that I should have answered it on Sunday when I saw that it wasn't answered.
Instead of answering her directly, I replied to the original email that she sent to the support team:
I had 134 emails that I needed to go through yesterday when I started my shift. If I missed something that came in on Friday, I apologize, but since there should still be someone answering emails in the office at that time AND since CW2 (Saturday Person) works Fridays & Saturdays, these emails should be taken care of before I ever log in on Sunday. Going through each email and pairing it up with a response when you have 125-150 on a slow week is difficult. There have been weeks where I log in on Sunday to 400-500 emails, though I do check every email that comes in on Saturday to make sure it was answered.
And once again I lose faith in humanity
Had someone come in who couldn't figure out how to delete a notification on the home screen. It took me 5 minutes to talk him through clicking the checkbox and then clicking "Delete Selected." He kept clicking the checkbox and then clicking the "X" which unchecked the box... since the X is used to select all notifications if you have multiple ones. *sigh* See picture below for how easy this is to figure out:
(Edit: And yes I tried to have him click the "delete" link first, but he said that he didn't see it. o_O But he saw the checkbox, so we went that route... He was also asking how to delete multiple notifications for when he needs to in the future, instead of having them clog up his home screen until they eventually expire 14 days later. *shrug* Don't understand my callers... probably never will.)
Me: Poor Sick Wenchie
FR: Fine Representative
S1: Stoopid #1
S2: Stoopid #2 (Luckily, on a different call)
WA: Waste of Air - Coirker I constantly have problems with
What part of online do you fail to understand?
S1: So, FR said that I needed to call when I'm online, and today is the only day that I'll be online.
Me: I understand that, so what I'm going to do is walk you through the extension, but I'm still going to transfer you to FR to leave a voicemail, so that she can call you back in the morning. She won't waive any fines until after you've been walked through the process, which is why she needed you to call when you're online. When she calls you back tomorrow, she'll be able to see that you made the extension, and you can let her know that I walked you through the process. Now, I want you to click on (program name) manager.
S1: Oh, I'm not online. I need to be online? Umm.... that's going to take a few minutes, can I call you back?
So... the stupid who called in today specifically because he needed to call when he's online... is not online. In fact, he's not even at a computer.
Waste of Air
Someone emails in a listing on Friday to be entered. The support rep on at the time (WA) sends an email reply saying that the listing has been printed for processing. But this is after Deadline on Friday and she doesn't bother to let the Saturday Data Entry person know that it wasn't entered... if someone replies to an email, we assume that the email has been taken care of unless someone lets us know that further action is needed. No email was sent, so the Saturday person didn't know the listing still needed to be processed.
So now it's Sunday, and I'm sorting through my way-too-fracking-many emails and I see this, and since it came in after Deadline on Friday and I didn't see an email to my Saturday CW, I figured that I'd double check to make sure it was entered. It wasn't. Not only that, the listing form is incomplete, so I have to contact the person who sent it in at 4:50 on Friday (it's now 11:30 on Sunday) to get the missing information. So WA really dropped the ball... it's obvious that she didn't bother to open the listing form to make sure it was complete before she sent the confirmation
I hate having to babysit my coirkers... especially this one.
Pathetic Attempt at Theft
Our billing screen defaults to Discover on the dropdown because it's first alphabetically - we don't have American Express.
Agent paying her bill: Should I try using that Discover card?
Me: Are you paying with a Discover card?
Agent: No, I don't have one... but it said Discover so I figured that maybe it had someone's card information saved...
Me. ...
Thank you for wasting 10 minutes of my life...
S2: It says that I have a pop up blocker on, but I don't.
Me: Let's double check a couple of blockers, since you could have more than one on the same computer. <Walk her through going to Tools - Pop Up Blocker... it takes 3 tries to get her to the correct screen.> Ok, does it say "Turn On Pop Up Blocker" or "Turn Off Pop Up Blocker."
S2: It says "Turn Off Pop Up Blocker." Should I click to turn it off?
Me: Yes <sighs> Ok, let's check to see if you have any other blockers.
S2: But we turned if off!
Me: You could have more than one.
S2: Why didn't you say so?
Me: ...
Me: "go to view - toolbars - read me off everything that's checked."
S2: "everything is checked."
Me: "Ok, but I need you to read me off everything."
S2: "They're all checked."
Me: <get her to read off everything... google toolbar is one of the ones she reads off. Ask her to click on it, and tell her that it should open up another window asking her if she wants to disable the addon> Do you see the window?
S2: ... <I can hear the hamsters running on their wheel, trying to escape>
Me: I'm sorry, but did the window open?
S2: I think it's a window.
Me: Read me what it says please?
S2: It says "Enable."
Me: ... That shouldn't say enabled... it should give you an option to disable. Let's go back and check the toolbars again. Have her go back to View-Toolbars and tell her again "Just read me off the things that have checkmarks in front of them." She reads off the standard list, and doesn't mention the Google Toolbar. "Ok, is there a checkmark in front of the Google Toolbar?"
S2: NO.
Me: Was there one there earlier when I asked you to read me off the items with checks in front of them?
S2: NO, but it was in the list so I read it to you anyway.
Me: <sigh>
And the worst part of this? I was on the phone with smileyeagle1021 when this call came in.... I had to give up talking to someone fun in order to take this call.
Waste of Air, Part 2
Same co-irker as mentioned above sent out an email this morning telling me that things were "getting out of hand" because an email that was sent at 5:13pm on Friday apparently wasn't answered... and how EVERY week there's at least one email missed. Except that this is only the second time that I remember recently that an email was missed. And instead of asking the person who was working on Friday and answering emails until 6:30pm to see if there was a response sent and it just wasn't copied to support, she sends out an email to everyone... and then sends a private email to me saying that I should have answered it on Sunday when I saw that it wasn't answered.
Instead of answering her directly, I replied to the original email that she sent to the support team:
I had 134 emails that I needed to go through yesterday when I started my shift. If I missed something that came in on Friday, I apologize, but since there should still be someone answering emails in the office at that time AND since CW2 (Saturday Person) works Fridays & Saturdays, these emails should be taken care of before I ever log in on Sunday. Going through each email and pairing it up with a response when you have 125-150 on a slow week is difficult. There have been weeks where I log in on Sunday to 400-500 emails, though I do check every email that comes in on Saturday to make sure it was answered.
And once again I lose faith in humanity
Had someone come in who couldn't figure out how to delete a notification on the home screen. It took me 5 minutes to talk him through clicking the checkbox and then clicking "Delete Selected." He kept clicking the checkbox and then clicking the "X" which unchecked the box... since the X is used to select all notifications if you have multiple ones. *sigh* See picture below for how easy this is to figure out:
(Edit: And yes I tried to have him click the "delete" link first, but he said that he didn't see it. o_O But he saw the checkbox, so we went that route... He was also asking how to delete multiple notifications for when he needs to in the future, instead of having them clog up his home screen until they eventually expire 14 days later. *shrug* Don't understand my callers... probably never will.)
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