- When an employee rants, employer reacts.... Part III

When an employee rants, employer reacts.... Part III

Mar 22, '08 7:11 AM
for everyone

8. Clients

When client calls, employee answers and helps.

Normal? Very normal. But there is a limit with such situation.

There are times we do things that we shouldn't be doing. Meaning, we do things not written in our job description. Because manpower is not enough, sometimes employees should help the company by catering to client needs whatever it may be. It should be alright. But not to the point that they will abuse you. The job description is clear and should be followed.

Unfair? Wait... Read on....

How do employers react...

In a company, where I went for OJT has this form called CRF (Change Request Forms). These forms are very useful for managing client needs and employee tasks.

Using CRFs, client concerns are well documented and pre-approved before giving the concerns to the employee who should be responsible for the changes or suggestions. In that way, we can archive both the problem and the solution to such concerns. This is useful when we want to back track or use the solution to the same problems.

CRFs also give control to the management whether the concern is valid . It helps them to identify the priorities of the concerns at hand before giving it to the employee. They will know whether it should be prioritize over other tasks of the employee involve or not.

That's it. Nice right?

Remember such forms are useful. But the management should follow it to the dot or else it will just be a clutter (paper/electronic clutter). Discipline is the key for its successful implementation.

Tags: clients

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10 Comments

hicaru05 wrote on Mar 22

24/7 on-call? 24/7 client support? ^_^

...di ata uso sa inyo ang documentation :p

marjorie926 wrote on Mar 22

hicaru05 said

...di ata uso sa inyo ang documentation :p

heehee... di naman...
sa web strict si mama jeanpotpot sa mga ganyang bagay...
bugzilla is very useful to us. sa part na yan malaki ang pinag improve.

o(^_^)o kaya tara na balik ka na hehe

marjorie926 wrote on Mar 22

hicaru05 said

24/7 on-call? 24/7 client support? ^_^

ito di na masyado. more on "on call" sa trabaho.... minsan wala ka ng matapos na programming hehe... pero kahit saan ata problema pa rin ito eh.. especially for those with internal clients.

cutesexyche wrote on Mar 22

useful ang change request form ah! pag pinagagawa ko yung client ng change request form..tinatamad na siyang i-push yung request niya. bwehehehehe :))
ang major concern ko lang naman sa client is...kung kasing bwisit siya nung client namin sa GSIS, ay nako mamatay na siya! madapa sana siya, mangudngod yung mukha niya sa kanal, kalumutin sana siya ng isang libong pusa at mahulugan sana siya ng limang libong higad! hmpf!!!

japoyy wrote on Mar 23

hmmmm...cguru kng nasa tekni pa ako tpos bigyan c maam ahlu ng change request form...oh baby baka folder ng change request form ang makuha per client visit oh baby hahahahaha

sneakyako wrote on Mar 23

anong connection ng client calls sa CRF? Client calls usually asking for support di ba... ang CRF pag may gusto silang palitan sa structure/design ng system... and yung CRF pinapraktis na un dito kaya pagnadelay yung project most of time laging nasa kanila ang kasalanan hahahaha

marjorie926 wrote on Mar 23

sneakyako said

anong connection ng client calls sa CRF? Client calls usually asking for support di ba

yup. yun yung client calls. pero usually you use CRFs to manage that for example if the support they were asking is really for modification of the system itself that's when you tell them to use CRFs during the client call. It's a very good way of buying time for you to study the problem since the request was not yet approved by our superior.

that's how i connected it. i'm sorry if you find it vague or not even related. peace nV.(^^,)

yup, CRFs is being practiced here. kaya naaaliw ako nung strict na talaga fina-follow yun sa mga group dito sa office. ^ ^

killer1smile wrote on Apr 26

asan na yung part IV ?

marjorie926 wrote on Apr 26

sowee naman po... haven't got the time yet to do the next entry... you'll be notified as soon as possible (hehe)

elmo37 wrote on May 29

ay normal na sa viatxt 24/7 pati holidays at company outing may call pa rin.as early as 1am may mga tumatawag pa.parang callcenter kami.wala nga lang night differential! hehe

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