I'm about to work on an issue. I have a little less than an hour before I need to go do something else for the rest of the afternoon. No problem, right?
00:05 I've jumped through the hoops to get connected to the site and I'm ready to work. 00:20 I've reviewed some data, nothing conclusive yet. Phone rings. It's the customer. 00:35 I've stopped working on this customer's issue and I've essentially read the task to the customer almost word for word. The customer had some questions that I couldn't answer. I said they should speak with the covering customer service person. They declined. I said I'd ask the customer service rep assigned to the issue to call them back. 00:45 I'm done documenting the conversation in the task and notifying the customer service person about the call, etc. and I see that I've not only completely lost my place in what I was working on, I've been disconnected from the site.
At this point, I have 10 minutes. By the time I get reconnected, clean up my abandoned session, remember what the heck I was looking at, and find it again, I will need to sign out to go work on something else. As it turned out, I didn't have the chance to get back to that customer's issue for something like two weeks.
00:05 I've jumped through the hoops to get connected to the site and I'm ready to work.
00:20 I've reviewed some data, nothing conclusive yet. Phone rings. It's the customer.
00:35 I've stopped working on this customer's issue and I've essentially read the task to the customer almost word for word. The customer had some questions that I couldn't answer. I said they should speak with the covering customer service person. They declined. I said I'd ask the customer service rep assigned to the issue to call them back.
00:45 I'm done documenting the conversation in the task and notifying the customer service person about the call, etc. and I see that I've not only completely lost my place in what I was working on, I've been disconnected from the site.
At this point, I have 10 minutes. By the time I get reconnected, clean up my abandoned session, remember what the heck I was looking at, and find it again, I will need to sign out to go work on something else. As it turned out, I didn't have the chance to get back to that customer's issue for something like two weeks.
Reply
Leave a comment