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Jul. 24th, 2024 10:24 pm![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
ravena_kadeWork was in Crisis mode Monday and Tuesday. We thought we were lucky that we were not affected by the Microsoft problem on Friday, but all weekend the boss kept getting calls about a host being down. Our ATM was working so she thought nothing of it. I balanced everything on Friday so we thought we were good, but the phones started. People couldn't see their money and transactions were doubled and tripled. It seems that the Friday issue triggered our host to go down, but people could still use their cards.
I ended up stepping in because the tellers hadn't a clue how to answer the calls. We don't have an IT department and the boss wasn't around. That and the weird shit the new guy was telling people was causing members to panic. I told them that they needed to come up with a 3 sentence script. Everyone say the same thing. Tell them that we are having a server issue and the issue is being worked on. Do not stray from that. You can take down the persons's name and call them when things are fixed. Put a message on the webpage and change the answering machine to let people know we are down and working in the situation.
The IT guy didn't get here until Tuesday. He had to reset the host. He believes that the credit union management company we use was hit by the Microsoft issue and they lost connection with the host, but since they called over the weekend they were not taking responsibility. There were 1500 errors. the management company charged us $1000 and hour to fix because we could. not go through the 1500 transactions and fix them ourselves. Hmmmmmmm...
The new guy was spoken to 3 times for gibving out wrong info and for saying things that confused the customers...and some of those things were not true.
The new guy snapped at one of the other tellers when he tried to given him some training on customer service... how to say things that don't cause panic. Not good.
The second in command said that one teller did a lot of good work today with loans. Loans are time consuming. It takes lots of time talking to the applicants and getting the underwriting requirements. As the second in command was giving the compliment the new guy starts complaining that he does a lot good work here too. The second said that yes, he does a lot of teller work and she appreciates that, but the lion work was new for this other teller and there was a ton of it. The new guy says "I don't think so"
The second walks away and talks to me. I agree that new guy is not a team player, but she needs to call the boss. She didn't want to do that because the boss is trying tp get ready for vacation. I told her that she should then right up and email for documentation. Oh boy
I ended up stepping in because the tellers hadn't a clue how to answer the calls. We don't have an IT department and the boss wasn't around. That and the weird shit the new guy was telling people was causing members to panic. I told them that they needed to come up with a 3 sentence script. Everyone say the same thing. Tell them that we are having a server issue and the issue is being worked on. Do not stray from that. You can take down the persons's name and call them when things are fixed. Put a message on the webpage and change the answering machine to let people know we are down and working in the situation.
The IT guy didn't get here until Tuesday. He had to reset the host. He believes that the credit union management company we use was hit by the Microsoft issue and they lost connection with the host, but since they called over the weekend they were not taking responsibility. There were 1500 errors. the management company charged us $1000 and hour to fix because we could. not go through the 1500 transactions and fix them ourselves. Hmmmmmmm...
The new guy was spoken to 3 times for gibving out wrong info and for saying things that confused the customers...and some of those things were not true.
The new guy snapped at one of the other tellers when he tried to given him some training on customer service... how to say things that don't cause panic. Not good.
The second in command said that one teller did a lot of good work today with loans. Loans are time consuming. It takes lots of time talking to the applicants and getting the underwriting requirements. As the second in command was giving the compliment the new guy starts complaining that he does a lot good work here too. The second said that yes, he does a lot of teller work and she appreciates that, but the lion work was new for this other teller and there was a ton of it. The new guy says "I don't think so"
The second walks away and talks to me. I agree that new guy is not a team player, but she needs to call the boss. She didn't want to do that because the boss is trying tp get ready for vacation. I told her that she should then right up and email for documentation. Oh boy
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Date: 2024-07-25 10:07 am (UTC)no subject
Date: 2024-07-25 12:26 pm (UTC)no subject
Date: 2024-07-26 09:08 pm (UTC)no subject
Date: 2024-07-27 04:31 pm (UTC)no subject
Date: 2024-07-25 02:36 pm (UTC)no subject
Date: 2024-07-26 09:08 pm (UTC)I have started wearing headphone so I don't hear him. I have to worry about me because I think she would rather think I was stupid instead of actually training me.
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Date: 2024-07-25 11:30 pm (UTC)no subject
Date: 2024-07-26 05:22 am (UTC)What a mess. :o
I hope the second in command wrote that all up. :o
Hugs, Jon
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Date: 2024-07-27 07:58 pm (UTC)