I got into an argument with one of our overseas technicians today. Still not entirely sure how it turned into an argument. But instead of answering the questions I asked, he got his supervisor on the phone.

But it really bothered me, you know? I mean, I was trying to clarify what had and hadn’t been done for the customer as well as encourage someone with less experience than I to attempt to resolve an issue that I knew I could have done in 15 minutes or less. I asked if he had reviewed the notes and whether there was anything he thought had been missed. His reply was that he had talked to his supervisor already. Which doesn’t really answer the question. Supervisor got on the phone, and I still think I failed at trying to express that for an agent to at least try to come up with a solution is experience, builds skils.

Even after they agreed to hang up and go try some steps, it still bothered me. What turned what I thought was a simple yes or no question into an argument? How did we get from “have you?” to “Okaaaaay, fine. Just…. whatever.”? So I asked for feedback.

And then I wrote the supervisor a memo apologizing for my part in the misunderstanding. So I’m happy about that part at least. I hope he passes it along to the agent in question.

You almost need an anthropology degree to do this job anymore.