Yeah you! I know being Customer Service is tough. I used to do it. Listening to people bitch about their problems and blaming you for them when there isn’t anything you can do. But you know what you can do? Your job! When someone calls you and gives you details about a problem, how about adding them to the ticket, huh? When the technician reads it and it has no details, I’m pretty sure he won’t be a fucking mind reader and know all the things you didn’t write down!
And hey, while we’re here… you! Yeah you, Mr. Technician. When you get a ticket that is light on the details, how about you call the customer and ask, “Dude… WTF?” or, you know, something more business-ish like “Excuse me, sir, but what seems to be the problem?” You know what you shouldn’t do? Wander around on your own trying to decipher the cryptic garbage in the ticket and figure out what the problem is all by yourself. You really don’t want to waste six hours working on the wrong thing when three minutes on the phone would have told you it was a five minute fix.
And the whole lot of you… yeah, ALL of you! Stop lying to people. Don’t tell the customer they’ll be getting a call in a few minutes unless it’s true. An hour is not a few minutes, not even close. Two hours is way off, four hours is even further away, and six hours is a giant waste of everyone’s time. The real kicker? You all work at a communications company and the one thing you suck at more than anything else? Communication!