Ask yourself what is the point of using all that time to find someone to blame. What is your mindset when you operate that way? What are you trying to accomplish?
Yesterday, I had issues with an ISP provider.
Two days before the help desk people had helped me with an issue but, in the process, they made a mistake; it caused more problems. Then they fixed the problem. Well . . . actually they made it worse. So I contacted the help desk again to resolve the worsening issue.
I was told I would have to send an email to another department. Okay. Did that only to find out it would take 48 hours to get a response! You heard right – in this day and age of advanced computerization, 48 hours to fix a problem! This ISP provider finds it perfectly acceptable to have their customers dead in the water for 48 hours!!!
So I went back to the help desk.
For 35 minutes, all this person wanted to do was find who was to blame – 35 minutes!!! Instead of helping me, the customer, find a solution, all that person could think about was laying blame – he was obsessed! He wanted dates, times, people’s names. He asked me questions over and over which had already been answered. He simply wasn’t “computing” the information I had provided (I’ve learned to ask short, precise questions with lots of detail when contacting help desks as well as copying and pasting an error messages I receive). He wouldn’t transfer me to anyone else either. His mind was totally focused on blame!
We meet so many people like these especially when we work in an office – these are people who are more focused on laying blame then finding a solution. I suppose they feel if they can point the finger at someone, they’ve solved the problem. They don’t seem to realize that a situation like this is not a murder investigation where laying blame is paramount!
I’m persistent – I’m reknown for my persistence – in this case, I had to get an answer. So I kept at it and I could feel my blood boil but I kept reminding him that he was “customer service”, I was the “customer”, and I needed to be operational – now – not in 48 hours but now!
Eventually, he came up with an option – 50 minutes into the “conversation” – do you know how long the best solution possible took? less than 6 minutes!!! That’s right – less than 6 minutes! Not only that, it’s a service they offer for free!
If companies are looking for efficiencies, then look at how long it takes their people to complete tasks. If I was the supervisor of live chat for any company, I would immediately look at the logs first day of the week for my shift. Any live chat that took longer than 30 minutes, I would a serious look at the conversations which occurred during that time. If I would have found a live chat record which read like this one, I would definitely have found some serious customer service and computer training for this help desk person. The help desk job is not easy sometimes but this approach only makes it far more difficult.
If you are obssessed about laying blame every single time a problem occurs, ask yourself why. What are you trying to accomplish by laying blame? Are you just wasting time and spinning your wheels? Why are you focused more on laying blame rather than you are on solving the problem? Why do you believe that using your time this way is warranted? And, if it is the customer you are trying to blame, then why is that a good approach? Isn’t it better to be in a solution mindset rather than a blame mindset?
Achieving your goals? No. A new approach might help.
You’ll find one at http://www.wizetime.com