Yes, yes and yes. However, it won't make much of any difference. This is that type of person and it won't sink in her thick skull. Just like it won't sink into yours. As far as her experience. I don't realy care. Because she is one person out of the hundrends who've had good experiences with me. My manager knows she has a problem with explaining her needs and I CYA to make sure it dosen't exlode further. I'm sure she has problems with everybody in IT and it will get to a point where a recomendation will be made for her to attend special courses.....Originally posted by: Geekbabe
Originally posted by: steppinthrax
Again, I'm not David Copperfield. She needed this software within that second. Because she failed to PROPERLY notify us of this. Due to her lack of basic IT knowledge she couldn't project this. When I was called back down there was no way in hell I could of installed whatever software she needed (because she didn't even know what she needed) within that short amount of time. As far as me scoring bonus points. I'm well known for being very knowledgeable in my field and am spoken about highly for my abilities. Not only with medical staff but executives within the health system that have dealt with me in the past.Originally posted by: Geekbabe
Your role,you know,those duties you get paid for? is to provide customer SERVICE and SUPPORT and to do so in a manner that doesn't leave your manager and the rest of your dept looking like pompous asses.Originally posted by: steppinthrax
Ok so your talking about a situation where the doctor's are smart and pretty proficient on the computer. Well there you go. If that was the case I wouldn't be posting in the forum. And of course I've heard this "Doctors generate the income" type of speech. Lets take that type of philosphy and apply it to everthing else.Originally posted by: Geekbabe
Exactly right...Originally posted by: Cuular
This sounds like a pompous ass admin, that doesn't understand what their job is.
It's your job to provide the Dcotors with what they need to do their job.
And in case you haven't noticed, medical school teaches them to be a doctor not a technically inclined computer user. It's your job to help them become better computer users, and hopefully in a professional, understanding way.
In case you haven't figured it out yet, IT and it's related support fields are a service industry.
What you should have said is "Next time please let me know in advance the name of any software that you might use, and I'll make sure it's installed. If you'd like, and you have the installation media, I'll install what you need right now, for today."
Then you go back to your office/cube compose a neutral email detailing what happened, and what you did to fix the situation, send it to her, your boss, and her boss if she has one.
That way you let the bosses know what happened, and that you responded in a profesisonal mannner to the situation. Then offered to make sure in the future she has what she needs when she needs it.
MD's are the stars of the hosputal show,they bring in the money that pays everybody,including IT.
Most of the doc's at my place rock,they're frighteningly bright,most of them are quite proficent at the computer and most of them are quite nice to me.
My wife is currently staying at home. I make the income. Technically I'm bringing in the money and I don't need her. Therefore if I have some problem about the job she is doing at home and I don't understand I can bitch her out. No there is mutual respect and understaning that exist.
I'm a student working on my Master's. At my university I was also working on my Undergrade. Students are not generally treated very well by university support staff. However, the students are paying the salaries of all those staff. Hmmmmmm....
The situation you just described looked to me like a perfect opportunity to score some bonus points...you could have tried to get the software she needed installed and you could have dialogued a bit with the doctor's admin person about how to better ensure that next time they had the things they needed.
You lost an oppportuinity to shine within your organization..a shame really.
Thank god that I'm young and have plenty of opportunities awaiting me.......
Do you know how many young,eager and equally knowledgible IT experts are collecting unemployment?
Your knowledge gets you in the door,your people skills keep you there afterwards..did you try to pleasantly solve today's problem with the doctor's admin person? Did you pleasantly clarify with her the process by which she should make these requests in future..even maybe letting her know that she could email or voicemail you personally to help when needed?
Did this customer come away from you not only not getting what she needed today but also having been made to feel ignorant and spoken down to or did she come away feeling that today was unfortunate but that you'd done everything possible to help her do her job and given her a postive connection for future use within your dept?