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Regular bad/ignored helpdesk process at a major corporation. In this case the helpdesk failed to understand the urgency and nature of the situation. "Volkswage
by gtirloni 3y ago
Regular bad/ignored helpdesk process at a major corporation. In this case the helpdesk failed to understand the urgency and nature of the situation.
"Volkswagen has a procedure in place with a third-party provider for Car-Net Support Services involving emergency requests from law enforcement. They have executed this process successfully in previous incidents. Unfortunately, in this instance, there was a serious breach of the process. We are addressing the situation with the parties involved"
After reading The Castle, I'm unimpressed.
- wkat4242 3y agoOmg I worked at a big helpdesk and i would so ignore the process in emergencies. Afterwards I'd have a chat with the team Lead and I've never got penalised for it once. In fact once I even got an official thanks from the company after the customer in question wrote a thank you letter to the company. This leeway is important. The reason you have human agents is because process isn't everything.
- rainsford 3y agoThe fact that that didn't happen in this case suggests VW and/or the third party contractor err in the opposite direction and punish initiative. Sure, the customer service rep should have been aware of the specific policy exception in this case, but the fact that they didn't feel like they could help without a specific policy exception suggests a pretty restrictive customer service environment and prioritizes rigid policies rather than helping customers. Or at least that was the perception of this particular rep.
- 5co 3y ago[dead]