Скачать или смотреть Tales From Tech Support | ROAD TECHS NEED TO STOP LYING ABOUT LADDERS | r/TalesFromTechSupport

Tales From Tech Support | ROAD TECHS NEED TO STOP LYING ABOUT LADDERS | r/TalesFromTechSupport

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Road techs need to stop lying about ladders.
Long
As senior staff at my Telco, when customers complain in writing sometimes I'm one of many people consulted when management wants input before handling it. Other departments are sometimes consulted too, the big heavyweight being Legal.

I'm sitting there one morning with my coffee reading a scan of a customer's long-winded complaint about how our technician left without solving his problem because he didn't have a ladder long enough to get to the equipment that needed repairs. Customer goes on to write he had a ladder of the appropriate length, certified in all the various ways tall ladders are supposed to be for professional use, and that our technician refused to use it. The customer thought it was bad faith and was angry at the delay bla bla blah.

At a glance I already understood. I don't know if they used to tell them this in basic training, but it seemed part of every road tech's DNA. Whenever a job had to be escalated to Network teams because they couldn't do it, instead of saying "Sorry, this is beyond my expertise, I'll coordinate with technicians trained for this sort of issue and they'll finish within 24 hours" they ALL said "Sorry, my ladder is too short to fix this problem, I'll send a guy with a longer ladder within 24 hours and they'll fix it."



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