| Topic: | Re:Re:I worked in and around BT helpdesk for the last 16 years | |
| Posted by: | Jamie Carless | |
| Date/Time: | 28/02/13 19:03:00 |
| People internally do still say for instance; 'this issue needs to be flagged up' but that might be something that not everyone would be familiar with. I think you mentioned the word 'Escalate'in another reply Sara, now that is a very good one that everyone worldwide will know! If you say 'i am not happy with this and i would like it escalated' then really the person you are speaking to is duty bound to comply. It might be useful to also to ask what the escalation process is for the team that you are speaking to e.g: * who will it be escalated to * when can you expect a response * can you have contact details for that person in case they don't respond. I would also say that it is very useful to write down names of everyone you speak to on a helpdesk, the time that you spoke and what was said. If you have dates, times and names written down that you can refer to it's very useful if you need or wish to make a formal complaint. Oh and on that subject if you wish to make a complaint be explicit. helpdesks leave it to the discretion of the agent to decide if an issue is actually a complaint. Complaints are always dealt with quicker than faults. The only way to guarantee that your issue is loggedas a complaint is to say something like: I am dissatisfied ( this word is important in complaint logging) and i want you to record this as a complaint. If you said 'i don't think this is very good'. That may mean that your call is logged as an enquiry rather than a complaint. : ) Hope this helps folks! |