Tuesday, July 15, 2014

Going Back to the Phones

On July 8th, I had to return to taking phone calls once a week.

I hadn't done this in almost a year, and in that year I really loved my job. The calls themselves aren't that bad. It gives me a chance to think on my feet and interact with people. BUT... this also opens me up to abuse from people having a bad time.

I've been dreading it. I used to be one of the best you could ask for on the phones, but not taking a call in a year really puts some rust on your skills.

For instance, my phone dismounts have gotten really awkward.

"Alright, that password is reset, you should be good to go..."
"OK, than..." "can I help..." "OK, umm bye" "...with anything else." Pause a few seconds, "No, bye."

I've also been stumbling to remember where I have certain tools saved. Sometimes they're a bookmark, sometimes it's an app, either way, I have 100 of both, so I have to sift through.

And I forgot how talking to users is like speaking two different languages. They don't exactly know what's going on and that's why I'm there to take calls.

So the first day back, I had a call that went something like, "Hey, I can't get logged in."

"OK, what screen are you on? Is this Windows or Email?"

"It's Windows."

"OK, do you see a change password button below where you log in?"

"No, I see a black screen."

"Ummmm, sir is your monitor on."

"Yeah should be, but it's black."

"Push the little orange button."

"Alright, I'm logged in. Thank you!"

We have a new head of technology coming in August, so my team going back on the phones is sort of a test to see if we can keep up with our other work. The answer is probably no and we're hoping whoever the next head is will take us off the phones permanently. But for at least the next few months, every Tuesday is going to be the worst day of my week.