Our work logs have to be sanitized for things like opinions and potentially degrading language in the event that our records get requested for legal reasons. If a client has an issue with our support, the first thing a supervisor will do is pull the work log, and you don’t want comments in there like “end user is a dumbass and shouldn’t be allowed near a keyboard on a typewriter”
Here is the fairly factual version of events:
7/8/2009 7:11:24 AM
shadowed computer
determined that log was a excel file
electronic inquiry july 2009.xls
found file in w:\ where it should be
client had file selected when file was located
client opened file
there is no data visible
had client scroll up
data is visible
Now here is how the conversation actually went:
“OK Ma’am, can you tell me the name of the file that you are having trouble finding?”
“Yes, it was July 2009 inquiry or something like that”
“…You mean the file that you currently have selected on your screen?”
“Yes! That’s the one! But it’s not there!”
“…..umm, sorry for the confusion but you currently have it selected on your screen, it is indeed there".”
“No, when I open it, it’s gone.”
“….OK, why don’t we open it to see what’s going on.”
[user opens file] “See! There isn’t anything on the screen! It’s all gone!”
“Ma’am, scroll up please.”
“THERE IT IS! WHAT DID YOU DO?!”
3 comments:
Wow! I love your entertaining job. I love these blogs even more. Keep 'em comin'!
Was this my boss? I'm pretty sure I've had this conversation with him about a dozen times.
excel problems like this are common, people get scared of spreadsheets. the scroll up and incorrect tab come up often.
this one was a little worse than usual, because she had somehow got her spreadsheet to row 63,000.
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