Ok this does not pertain to the hosting side of things. But this customer service manager has really got me mad.

We do project managment/designing of t1's for telecom companies

And we got a request to take 3 current t1's that are each in there own trunk group and reconfigure them into one trunk group with all three t's working. Now a person sells this to the customer who actually has the t's then outsources to us to coordinate the work.

So here we go each of these trunk groups has toll free numbers riding on the channels and the stupid customer service sales person brought it to us to redo no problem However she expects us to be able to do this without touching the toll free numbers now each trunk group has its own seperate toll free numbers but she says we can not touch these when we need to put them all in one trunk group

You can not disconnect the current ones without touching the toll free numbers and moving them to the knew one. But she has told the actual customer we do not know what we are talking about and to not believe us. So here we are in a heated battle with her She does not know one thing she is talking about It was escalated to me to handle a week ago and It has been nothing but hand holding the entire week spending 2+3 hours daily on conference calls with her Telling her the same thing over and over again just to have her ask an hour later for the same thing or the same question

I feel so sorry for the actual customer because they are being promised things that can not actually be delivered technically impossible and the actual customer has been brainwashed to think we are the idiots.

I am pulling my hair out. I quit smoking two days ago so this is not a good time for me.

I am about to tell her that we are cancelling all work cancellation charges will be billed and that they need to figure out there stuff before asking us to do work again.


ARRTGHGHGAHAHGHGAHGA

cant you make the swap at 2am so no ones really the wiser? i know im at a national call center for 500,000 customers and we get like 6 calls between 2-3am

along the right lines however the point to it is we cant even do that. The toll frees have a billing account number set to each trunk group.

Now you have trunk group 1 2 3 we are deleting 2 and 3 and adding the current stuff into 1.

They are trying to say we can not touch the billing toll free stuff that is already in tg 2 or 3 and that they want that stuff left as is.

Now since t's 2 and 3 are in tg 2 and 3 there is no way to take them out of those grunk groups and put them into tg 1 without moving the services and toll frees from trunk groups 2 and 3 over to one.

This is what they are saying we are not suppose to do.

They want some kind of magic or something where nothing gets moved or touched. But yet want all three t's moved into a single trunk group

??????:confused:

hmm, this is what i learned in customer service.

"unfortunately we aren't going to be able to do it this way, however we can do the following."

get yourself a plan of what you CAN do, and give yourself some room so if you have to "compromise" a little bit more you can tighten your belt to do it.

i know youre just bitching, but im just trying to throw a little help your way. customers are usually ok if youre confident and precise. customers are usually not very confident, especially the idiots.

I feel the same way and belive me have gone that route probably 20 times.

I explained to her that the route we are going will get the same end result and i swear to god she asked 5 more times what the end result was. We even have two employees who threatened to walk out / call in until this work was done if they had to have any part of it. I have now taken the project over after 4 other people couldnt handle it.

All I can say is wow... I feel for ya.
Did project management at lucent :eek

With this kinda customer, assuming the $$ amounts are up there for this level work, it's not like you can just drop them.

In this case it's very hard.. and really depends how much your revenue rides on this customer ;)

at soem point you just have to say to yourself, "no it cant be done, but were going to jump on it and make it turn out as best as possible."

obviously it aint gonna be 100%, but you still gotta gete your money.

Originally posted by MarcD
I feel the same way and belive me have gone that route probably 20 times.

I explained to her that the route we are going will get the same end result and i swear to god she asked 5 more times what the end result was. We even have two employees who threatened to walk out / call in until this work was done if they had to have any part of it. I have now taken the project over after 4 other people couldnt handle it.


With those kinds of people you HAVE to stop trying to explain the situation. Just say "This is what we can do...." ("but we need THIS done") "No, it cannot be done that way." ("why not?") "Because it can't." ("explain to me why") "I don't have time to explain it to you...it just can't be done."

Use as few words as possible...and do NOT get sucked into a debate, a discussion or an explanation.

--Tina

I'm with Tina.

"We have trained technicians who are telling me that it cannot be done the way you describe. If you'd like to come up here and show them what they do not know, feel free, otherwise I am comfortable with their conclusion that it cannot be done in the way you describe."

In writing?

Go buy a pack of Marlboro's and try to figure out a solution :-)

Marc,

Yes, technically impossible but logistically feasible. Is this customer in the Omaha area? I might be able to find a solution for you.

Aaron

Originally posted by WII-Aaron
Marc,

Yes, technically impossible but logistically feasible. Is this customer in the Omaha area? I might be able to find a solution for you.

Aaron

Nope sales is in pittsburgh and the customer is in Colorado

Please
Do
Not
Take
Salespersons
Advice

The OSI model is your friend.