What do you do for work? Sick of customer service

[Blackjac97]

Hey TB,

I'm curious what other people here do for work.

I've been in IT for four years now. I spent two years as internal IT at a window factory, and I'm on my second year at an outsourced IT company providing IT service to several customers.

Bottom line for me: the customer is NOT always right!! It's my least favorite part of IT, and it applies to both internal IT and customer facing. People want their cake and eat it too. My job is to fix people's problems, but sometimes there is no real "problem" to fix in a technological sense, and it's something the user/customer is doing wrong.

So, what's wrong with that? Can't you just help them out?

Yes!! I would love to! I have no problem whatsoever taking literally an entire day teaching someone who genuinely doesn't know how to do something. I mean this genuinely, not sarcasm. It's when people are deliberately obtuse and refuse to accommodate any time for me to help them.

When customers can't be bothered to make time for me to help them, refuse to believe it's something THEIR doing WRONG that could be the issue, or want things that are impossible, I tend to start reaching my limits. Didn't I get hired to be the technology professional? But you don't like my professional diagnosis and don't want to hear what I have to say to fix the issue? Then why hire us to begin with!!!

When I think the problem is someone's process, I'm always careful not to phrase things in a blamey way. I try to say "well, take me through your process and let's see what comes up" or something similar, not just "well I'm sure it's something you're doing wrong." I'm a patient person, and I put A LOT of effort into being consciously empathetic with people, trying to understand where their frustration comes from. But it feels like some people don't REALLY want to be helped, they just want someone to have a bad day at and dangle their paycheck over their head. "If you can't fix my problem, I'm going to suggest we don't use your company for IT anymore, but I'm not going to let you onto my computer to fix the problem!! MWAHAHA!!"

What doesn't help, is the worst customers are always people who have "pull" at these companies, higher up managers, CFOs, etc. of whom I'm supposed to be afraid, according to every boss I've ever had, because they can make or influence the decision to stop writing my check.

I'm starting very much to feel like IT, esp. customer facing IT, is a job where you can work your absolute hardest, do everything right, and still lose.

So, that ^^^ I want to get away from. What jobs do you guys do where you can put in an honest day's work without having to sift through a pile of bullpoopie egos to fix simple problems? I want to know about different jobs people are doing where your well being and livelyhood doesn't depend upon the unstable mood of a power drunk, technologically incompetent CFO.

This is obviously partly a vent/rant thread, but I am genuinely curious about careers that minimize on "customer service."

Thanks for hearing me out

 

[equill]

I had a long reply typed out, having been in your position and gone from there to the best 13 years of my working life.

Instead, I recommend getting a copy of Designing Your Life, by Bill Burnett and Dave Evans. They'll tell you everything I would, and in a much better way.


Edited to add: what worked for me was listing the specific things I wanted to have and to not have in my working life.
Top of the "want" list was an employer I respected, and I explicitly ranked that higher than the specifics of the job I wound up in. Sticking to that was the best decision I could have made.

 

[Blackjac97]

I had a long reply typed out, having been in your position and gone from there to the best 13 years of my working life.

Instead, I recommend getting a copy of Designing Your Life, by Bill Burnett and Dave Evans. They'll tell you everything I would, and in a much better way.


Edited to add: what worked for me was listing the specific things I wanted to have and to not have in my working life.
Top of the "want" list was an employer I respected, and I explicitly ranked that higher than the specifics of the job I wound up in. Sticking to that was the best decision I could have made.

Thank you, I will check this out! I see they have a Ted Talk to, love a good Ted Talk as well.

 

[JRA]

I am genuinely curious about careers that minimize on "customer service."

i read your "vent/rant" and i feel for you (and i can relate!). i'm sorry that i can't point you in a better direction (loading dock work?), but know that bandleader is also not an ideal gig for you.

good luck finding a more tolerable day gig!

 

[Blackjac97]

i read your "vent/rant" and i feel for you (and i can relate!). i'm sorry that i can't point you in a better direction (loading dock work?), but know that bandleader is also not an ideal gig for you.

good luck finding a more tolerable day gig!

I have to agree with you. In college, I had a few "admin" positions in student government and greek life, and I never liked it. Also, in my current job, the only path for advancement I have would be to take my manager's position when he inevitably blows a gasket. I've seen what he deals with, and it is a not-so-insignificant percentage of stuff that is nastier than he makes me deal with, and I have zero interest.

I have worked on a dock before and didn't hate it. Physical labor is tough, no denying that, but in my albeit limited experience it usually comes down to a process, which can be mastered.

Thank you for the kind words and encouragement.

 

[Oddly]

I'm 20 years in my current company, an airline handling job.
Moved to it when it started up, from a competitor company.
I started as a shift supervisor, having experience in how to run things.
Lasted 10 years in that role before politicking, favouritism, and various bad management decisions made that role un-tenable for me, so I basically demoted myself to a team-leader.
Lasted another 6 years at that, until back injury took me off the line. Now I mainly tow aircraft, or operate loaders...and am perfectly happy in that, as it means I have zero contact with passengers, and in fact, very limited contact with most of the folk I work with.

I'm not making the money I would if I'd stayed at a management level, but I leave my work at the clock machine every day, and can sleep sound at night.
I know the management in my place...indeed I trained most of them that came through the ranks, so to speak, and they're all on call 24-7, spend their days dealing with all sorts of nonsense I simply wouldn't have the patience or diplomacy for, they're stressed, miserable and under-paid.
I think they hate me, 'cos I got out of the rat-race.

 

[sean_on_bass]

Customer facing jobs are the pits, unless you have an unusually compatible personality for it. I am not one of those people. I work in the accounting field for a large company, more recently moving away from day to day accounting and getting into project work. I work alot with software developers to develop new internal tools for our accounting processes. I gotta say, it is a pretty sweet gig, although the learning curve can be a bit steep. Can also be a bit mentally draining due to it being a very intellectual job.

If i were in IT, i would likely go toward the software development and coding side of things. Or data management/analysis. You get to utilize your creativity in design and do it all "behind the scenes."

 

[Blackjac97]

I'm 20 years in my current company, an airline handling job.
Moved to it when it started up, from a competitor company.
I started as a shift supervisor, having experience in how to run things.
Lasted 10 years in that role before politicking, favouritism, and various bad management decisions made that role un-tenable for me, so I basically demoted myself to a team-leader.
Lasted another 6 years at that, until back injury took me off the line. Now I mainly tow aircraft, or operate loaders...and am perfectly happy in that, as it means I have zero contact with passengers, and in fact, very limited contact with most of the folk I work with.

I'm not making the money I would if I'd stayed at a management level, but I leave my work at the clock machine every day, and can sleep sound at night.
I know the management in my place...indeed I trained most of them that came through the ranks, so to speak, and they're all on call 24-7, spend their days dealing with all sorts of nonsense I simply wouldn't have the patience or diplomacy for, they're stressed, miserable and under-paid.
I think they hate me, 'cos I got out of the rat-race.

I like it, thanks for sharing!

 

[Blackjac97]

Customer facing jobs are the pits, unless you have an unusually compatible personality for it. I am not one of those people. I work in the accounting field for a large company, more recently moving away from day to day accounting and getting into project work. I work alot with software developers to develop new internal tools for our accounting processes. I gotta say, it is a pretty sweet gig, although the learning curve can be a bit steep. Can also be a bit mentally draining due to it being a very intellectual job.

If i were in IT, i would likely go toward the software development and coding side of things. Or data management/analysis. You get to utilize your creativity in design and do it all "behind the scenes."

Yes, the creative side of it is definitely appealing to me.

 

[Gorn]

My job description is so boring I lose interest half way through explaining it. When people ask I generally say “insurance” and then change the subject.

 

[RattleSnack]

Customer facing jobs are the pits, unless you have an unusually compatible personality for it. I am not one of those people. I work in the accounting field for a large company, more recently moving away from day to day accounting and getting into project work. I work alot with software developers to develop new internal tools for our accounting processes. I gotta say, it is a pretty sweet gig, although the learning curve can be a bit steep. Can also be a bit mentally draining due to it being a very intellectual job.

If i were in IT, i would likely go toward the software development and coding side of things. Or data management/analysis. You get to utilize your creativity in design and do it all "behind the scenes."

I went from project management and key accounting for clients, to being software developer. Some would call it demotion, but I would not.
Big thing about support and client relation for me was remembering that my company bought my work time, so client is not wasting my resouce, but companies resource. If thay are ok with that, and paying me, so am I. But to stick around that kind of job, you really must have certain mind set.

 

[WI Short Scaler]

OP, best of luck in finding something or making changes to adjust what you can to make your present placement better.

I've been in a variety of jobs, blue collar (foundry), cable installer/tech, insurance claims, telephone tech, counter sales in a Home Depot type store, construction, material delivery, banquet cook, paperboy. In both union and non-union shops.

At 56 years old I can look back on all of those jobs with some fondness at first. But after thinking longer the worst parts of each one comes back to me. IMO, there is no perfect job. I'm a pessimist so maybe my thoughts aren't welcome to the OP and that's ok too. I've been at my present company for just shy of 20 years, starting as a telephone switching and cable headend technician/union position. Now I'm the video engineer/management for the company and this is about as good as it gets for me. While I'm basically on call 24/7, the phone only rings when I have to assist on a trouble that the techs can't resolve. So it's not perfect but when I consider things like good benefits, mostly a normal work day, some stability, and good pay I bit the bullet and stuck it out and it's provided my family with a good life. Not rich but don't suffer for anything either.

To clarify, my current position as the video engineer is getting in all information on new equipment or services, taking that info and planning how we can add it to our customer platform, what equipment we'll need, all the IP info needed to route it appropriately, get proper authorizations for that equipment, than coordinate and supervise the installation. This is a company that was telephone only for over 90 years that grew in area alot from where it started. Now it's phone/data/cable/internet and has grown more. I was offered this position out of the blue after 17 years as a technician. I was given total freedom to set it up as I wanted as long as it worked. So big downside? On call. Big upside? No direct customer contact. They sort of balance each other out.

My advice? When putting together a list of what you want/desire in a position always keep in mind which ones are a "must" and which are a "would like." There will be overlap and if you're honest with yourself about what you can live with and what you can't you'll probably be happier.

 

[Blackjac97]

OP, best of luck in finding something or making changes to adjust what you can to make your present placement better.

I've been in a variety of jobs, blue collar (foundry), cable installer/tech, insurance claims, telephone tech, counter sales in a Home Depot type store, construction, material delivery, banquet cook, paperboy. In both union and non-union shops.

At 56 years old I can look back on all of those jobs with some fondness at first. But after thinking longer the worst parts of each one comes back to me. IMO, there is no perfect job. I'm a pessimist so maybe my thoughts aren't welcome to the OP and that's ok too. I've been at my present company for just shy of 20 years, starting as a telephone switching and cable headend technician/union position. Now I'm the video engineer/management for the company and this is about as good as it gets for me. While I'm basically on call 24/7, the phone only rings when I have to assist on a trouble that the techs can't resolve. So it's not perfect but when I consider things like good benefits, mostly a normal work day, some stability, and good pay I bit the bullet and stuck it out and it's provided my family with a good life. Not rich but don't suffer for anything either.

To clarify, my current position as the video engineer is getting in all information on new equipment or services, taking that info and planning how we can add it to our customer platform, what equipment we'll need, all the IP info needed to route it appropriately, get proper authorizations for that equipment, than coordinate and supervise the installation. This is a company that was telephone only for over 90 years that grew in area alot from where it started. Now it's phone/data/cable/internet and has grown more. I was offered this position out of the blue after 17 years as a technician. I was given total freedom to set it up as I wanted as long as it worked. So big downside? On call. Big upside? No direct customer contact. They sort of balance each other out.

My advice? When putting together a list of what you want/desire in a position always keep in mind which ones are a "must" and which are a "would like." There will be overlap and if you're honest with yourself about what you can live with and what you can't you'll probably be happier.

Good read, thanks for sharing. I think I would have to say I can be more of a pessimist at times too, so I would be a hypocrite to turn you down

 

[MJ5150]

I work in IT as well, but seldom interact with the end user. My role is infrastructure and security. I wish I had more interaction with the clients we provide IT services for. It looks like you maybe work for an MSP, so do I.
From time to time I agree with you about the customer not always being right, but that is the challenge I enjoy, being diplomatic in those situations when they are wrong. The art of diplomacy, letting others get your way, is used to a great extent there. When successful, it is quite professionally gratifying for me to talk a client off the edge and solve their IT issue for them.
Our clients are in the medical and dental fields, and they are usually grateful to me in return. Most times.

-Mike

 

[Blackjac97]

I work in IT as well, but seldom interact with the end user. My role is infrastructure and security. I wish I had more interaction with the clients we provide IT services for. It looks like you maybe work for an MSP, so do I.
From time to time I agree with you about the customer not always being right, but that is the challenge I enjoy, being diplomatic in those situations when they are wrong. The art of diplomacy, letting others get your way, is used to a great extent there. When successful, it is quite professionally gratifying for me to talk a client off the edge and solve their IT issue for them.
Our clients are in the medical and dental fields, and they are usually grateful to me in return. Most times.

-Mike

Yes, I do work for an MSP.

I feel like I am a diplomatic person, I think most people who know me well would say so. I am a very open person, and empathetic. I want to be liked, and tend to wear my heart on my sleeve. A lot of times, I get along with people easily. Sometimes, I am even able to connect with people who others say they are hard to deal with, but I am generally good at meeting people where they are, separate the bark from the bite, and get to the bottom of what it is they are frustrated by.

But then there are these next level A Holes who, when I feel them out, I feel nothing but BS. They are the ones I haven't mastered yet. Maybe it is a skill I haven't honed yet, but the anxiety that goes into dealing with these few specific people just pushes me over the edge. I get pre worked up worrying about how the call is going to go, call them up and try my best to genuinely help them, then they treat me like crap, act unreasonable, etc. and confirm my worst fears while the pressure of working under the gun is building.

I'm not bringing this up to garner sympathy from anyone, I know everyone has demons they wrestle with - but I struggle with depression as well, and those people and those situations I end up in because of them are definitely a contributing factor.

 

[bobba66]

I repair printing presses. These days I mostly work on the mighty Goss C-700I. It was quite a step forward when they first appeared but now they are tired and unreliable. Just like me. Still get a kick out of the big machines when they crank them up, but I won't miss them when I retire. Much, anyway........

 

[SoonerBill]

I read the OP and skipped everything else so if I missed something relevant forgive me. But the OP was admittedly a rant and so is this. I can understand IT professionals having an issue with people that call and are clueless, won't or can't listen to directions, and they want their problem fixed like magic. But then there's people like me. I've been doing building automation and security system design, installation, programming and service for 30+ years. If I call a help desk I have an out of the ordinary problem. Ordinary problems I can figure out. When I call MANY help desks I get a pretty much untrained person that is reading from a screen "Have you rebooted the system". YES, I rebooted the system 5 times 5 hours ago. I need to talk to someone that knows the hardware and software well enough to work through something that this system can't possibly be doing but it is.

 

[5StringBlues]

village idiot

 

[Blackjac97]

village idiot

How's the pay? Benefits?

 

[5StringBlues]

How's the pay? Benefits?

I do it free, as a service to my community, but the major perk is all the dung I can rub into my hair.