Breakthrough VI

Friday could not have been more welcome. The tech support team had performed well, from the looks of WTSC work orders. Thirty-five percent of the companies were back online and there were only a few more calls added to the worm recovery list and they were work-at-home customers. Satisfactory progress was being made, given the magnitude of the problem. She reached for her morning coffee then looked beyond the tech support services counter. Jack was coming around the counter toward her desk.

“Why are you sitting here? Shouldn’t you be at the counter helping customers?”

“I’m reviewing the work orders and …”

“Never mind that! Customers are calling and complaining. They say that service turnaround is too slow. You’ve got to improve support services. I told you to watch it, and now I’ve got complaints. If the techies aren’t performing get rid of ‘em and hire some damn resources that can do the work.”

“The technical resources have really been working hard, some are working two shifts and they have excellent skill sets. Some of our customers are just frustrated because they did not do their backups and are just lashing out.”

“I don’t need a psychology lesson. I need productivity,” Jack said as he shook his finger in her direction. “One more thing, the store owner is visiting the regional stores and he will be coming here on Monday. Create a report of all the technical support services that have been and will be performed due to the cyberspace worm. I want it completed and on my desk nine o’clock sharp Monday morning, understood?”

“Yes,” she nodded and exhaled as Jack quickly turned and left the service area. She longed to remind him about her disaster recovery proposal rejection but was fearful of the fallout. His overly agitated state of late would seal her doom with any tone of ‘I told you so.’

To be continued ...
© 2007 by Miss Mary