我是最高級的0204男聲~~~~!!!
處理客戶的Case, 三個多月了, 一開始, 緊張, 舌頭打結, 但充滿熱情. 作了三年developer的我用生硬的工程師英文服務電話那頭困頓, 好奇, 苦惱的客戶.
客戶有美國英國歐洲印度廣東口音, 超愛聊天大嬸大叔, 無數的類型, 電話每次接通, 兩個不認識的專業個體開始交流解決問題兼插科打諢的感覺, 很迷人.
100天裡, 我燃燒熱情與腎上腺素, 盡力地用心解決客戶的問題, 因為英文能力始終差人一截,我必須更認真地傳達資訊與想法給對話那頭的人.
這段日子裡客戶給了我以下的評語, 很晚我才在另一個系統發現, 很意外也很感動, 每次看到都很補血, 忙碌也就不那麼忙碌了.
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"Wonderful response time and effectiveness!"
"Very friendly and knowledgable of the tool."
"I thought Mindaou's service was excellent. He was very attentive to our case, responded quickly and seemed genuinely eager to find a solution. Judging by the email timestamps, it appears that Mindaou spent extra hours researching our problem and consulting with fellow engineers. Mindaou was always positive, professional and exceptionally well prepared every time we got together via webex or phone. Kudos and many thanks to Mindaou."
"Loadrunner support is usually awful. I hate to call it is so bad. But Mindaou was a very pleasant exception. Want to turn things around ? then people like Mindaou can help you"
"It took 2 weeks prior to the case was brought to Mindaou. He took the initiative to promptly call me when this ticket was assigned to him. He provided me with his contact information and asked me if I wanted to add anything to the case description while he starts his investigation. He not only resolved the problem quickly. But he continued working on an extension of the current problem. When he could not solve it, he logged in the trouble ticket and emailed me with the status that he was going to provide all the details to the next level engineer. He is not only very knowledgeable about the products he is supporting, but also customer focused. I would hope I have a way to have all my tickets assigned to him."
"Unfortunately it seems like the support has declined sine HP took over from Mercury, especially in terms of the time it takes to follow up and resolve an issue. However my case was escalated to a L2 rep (Mindaou), who provided excellent and timely support. His knowledge and skill level was excellent."
"He knows LR very well.
He understands proble in a one time.
He resolved problem very quickly.
His communication is very good, he is polite and carries a helpfull attitude."
"Mindaou responded quickly to the matter. Understood the urgency to resolve the issue (had webex and also involved his co- worker)and was able to find answers.
Keep up the good work Mindaou."
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100天後, 檢討了很多自己做事的方法, 發現缺點很多, 好比說, 名單裡有30位客戶, 每個客戶case都完全不同, 要怎麼樣每天和他們email溝通, 並適時的打電話追進度, 或是和他們來一場網路會議一起解決問題, 我必須平行處理大小事, 同時還要隨時加強產品知識與專業程度, 而每天名單裡還會加入2~3個新的case要解決.
要處理得好, 專業+EQ+成熟度+心理素質 = 藝術.
坦白說, 我做得很累, 目前忙得焦頭爛額, 還好Manager願意分享他自己的經驗並指導我可以如何改進. 我必須繼續加油. 必須更專業.
