As a manager of a customer service team, everyone on my team knows exactly whether something has been "totally wiped" or not, regardless of whether it's something that would require developer intervention to recover. To have your reps not understand this and ultimately mislead the customer (or, in this case, I suppose former customer would be more accurate) is a management/training problem, and what the rep ultimately said on behalf of the company was a lie as a result.
I have to disagree with this wholeheartedly because sometimes you don't want to set the expectation with a front-line representative that the data is recoverable. In many cases, you don't want reps promising to recover data that's potentially unrecoverable. It's one thing to recover data in the event of a mistake on behalf of the company but that should require a conversation with someone outside of front-line customer service. I've been in situations too many times where our front-line team knew when something had not been "totally wiped" and they turned out to be "totally wrong" because they were aware that we kept backups but not aware that we had a strict retention policy outside of a specific timeframe or, in other cases, where a hardware failure caused a loss of a specific set of data because it was marked for deletion and wasn't scheduled to have a backup anyways. The customer had cancelled their account and agreed to losing their data but didn't actually read the terms of the cancellation they agreed to and then returned over a month later asking for their data and a rep told them that it's not really lost because we keep backups every 30, 60, and 90 days. That part was true for live accounts but not for deleted accounts.
In other words, data recovery that can't be handled by the customer service reps and that requires developer intervention should be a "surprise and delight" sort of situation and not a "customer should expect this" type of situation.
Saying you know when you don't is a lie. Instructing people to say they know when they don't is instructing them to lie on your behalf.
The answer should be: "I can't know." Followed by one of: (1) Let me connect you to someone who can know (2) Let me tell you how much it costs to find out (or 3) Also we don't care.
>Saying you know when you don't is a lie. Instructing people to say they know when they don't is instructing them to lie on your behalf.
Because, in that case, the intent of the statement is to deceive. If the intent of the statement is simply to not set an expectation that can't be guaranteed rather than to intentionally deceive, then it's not a lie, in my opinion.
I work in audio editing and recovery/enhancement and there are situations on a regular basis where we tell customers that their audio can't be recovered. I don't think we're lying to customers in saying that despite the fact that, in some cases, we may be able to recover or enhance the audio to the point where it's usable if we invested an exorbitant amount of time on it. In the most literal sense, yes we can recover the audio but in the practical sense and, most importantly, to the customer we can't recover the audio in any meaningful way because they either can't afford the work necessary, we don't have the resources to devote to that work, or we can't guarantee that, even if we can recover it, it's acceptable for whatever purpose they need it for despite being "good enough" for us.
I agree with what you say. I think the trouble starts when the economical burden of recovery is not on the customer, but on the company.
If I tell somebody that something's unrevocerable because I know they wouldn't want to pay the recovery, I'm not lying. But saying nothing can be done when I'm just afraid of the cost of righting my mistake: that is lying.
The correct response is to tell the customer that it has been deleted from the main server, and that it MAY be recoverable with escalation to the dev team. Why would you even consider telling them anything else, if that is not the truth?
Agreed, regardless of whether the rep can see it or not, they should be trained properly and reply that they no longer have access to the data, and that access would require an escalation of some sort. To simply say the data is gone is a straight up lie.
A lie is a falsehood that's meant to deceive someone. A rep saying the data is gone because, functionally, it is is not a lie. If the intent is to set proper expectations with a customer then I think telling them it's gone and potentially being able to say "actually, we were able to recover it by escalating it" is better than "we may be able to recover it by escalating the issue" because you're underpromising and overdelivering. The opposite just sets you and the customer for failure.
For anyone else as ignorant about this period of history as me, the Wikipedia articles are a real trip.
Geta -- murdered by his co-emperor and brother because they didn't like each other (aged 22)
Caracalla (the brother) -- murdered at the behest of Macrinus while urinating on the side of the road (aged 29)
Macrinus -- reigned one year before being defeated by an uprising that brought 14-year-old Elagabalus to power, ultimately beheaded
Elagabalus -- married and divorced five times during his four-year reign, including to the widow of a man he had executed and possibly also to a man; was assassinated by his own Praetorian Guards, beheaded, and his body was dragged around Rome (aged ~18)
Severus Alexander -- replaced cousin Elagabalus, did alright for quite a while (13 year reign!), but ultimately pissed off his military by trying to not fight the Germans, and was assassinated by his own generals, along with his mother
Maximinus -- made emperor by the Praetorian Guard, which caused the Senate to revolt; marched on Rome to put down the revolt, and was opposed by a series of emperors (numbered below) nominated by the Senate; ultimately murdered by his own military after failing to easily take Rome
(1/2) Gordian I/Gordian II -- father and son, rose to power while in Africa at the behest of the Senate; Gordian II was quickly defeated in battle by a supporter of Maximinus, after which Gordian I killed himself (reigned 21 days)
(3/4) Pupienus/Balbinus -- co-emperors after the death of the Gordians. Pupienus went out to fight Maximinus on the field, and returned to Rome successful. Balbinus stayed in Rome and fucked everything up. The two did not get along or trust each other, and ultimately both were murdered by the Praetorian Guard (reigned 3 months)
(5) Gordian III - Made Emperor at the age of 13 and sorta held it together for a remarkably long time, but ultimately died in Mesopotamia either at the hands of military enemies or his own army (aged 19)
I'm only stopping because I need to get back to work.
Game of Thrones sounds like a kindergarten show now. Almost sounds like a good game idea too: you play a roman emperor and the goal is to survive as long as possible knowing surviving a day's gonna be hard.
When I say this, please understand that I'm saying this as a person who would've wandered for 15 minutes as well -- but yeah, you COULD just ask someone who works there where the batteries are.
Home depot helpfully puts aisle and bin numbers for products on their website if you search for things in-store. I also can get help at home depot pretty quickly, as long as you're not there on the weekend (when they're just completely slammed, victim of the own success is what I call it).
Your Home Depot is staffed radically different than mine.
It doesn't matter when I go there - mid-day, mid-week; or prime time, weekend. There's virtually no employees.
I usually end up going to the Customer Service desk and waiting 10 minutes while they summon someone on the radio/phone thingy.
Once the only person in the entire store was the lady at the self check-out aisles. And she couldn't help me because she wasn't allowed to leave her station because she was the only person in the store.
SF to St. Louis here. I miss a lot of things about SF (weather, certain kinds of food, urban density) but I definitely would not move back. It's a very silly place in a lot of ways.
Yelp remains very helpful to me in many ways. Looking up the restaurants in an area, filtering by various things (are they open? do they take reservations? what's the noise level?), making reservations, etc.
I know Yelp has a shady underbelly, but pretending that it doesn't have anything to offer is just being intellectually dishonest.
As with most anything, it probably just depends on the person. Probably most 20-year-olds are not ready to helm a company. Some exceptional few probably are.
Not to be confrontational here (or argue with your primary point), but I'm pretty sure you didn't read the whole post. It says in the post that he's been going attending regular counseling already.
It is to admit that I could have said "glad to see he is in therapy and hope he finds his true motivations" but I forgot he mentioned it because it is besides the point. The objective of my comment was to throttle down the "creep shaming" going on in this forum and several others.
Many people sometimes act creepily without even being aware of it. A little empathy as to how the other person feels and what their goals are can help one treat them with the respect they deserve. Hopefully the author can discover when his various desires are appropriate to express in context of the circumstances at hand.
Good streamers (shoutout to Grubby) will actually read the question they're answering out loud before they answer it. Means I don't have to wade through the insane chat myself, but I still get to experience both sides of the Q&A when he picks out something funny or interesting to respond to.
Yeah for the most part that works, but I'm also often itching to give my own feedback to the streamer, and that is difficult to do without having it open :D
I will say, in the circles I move in, many content creators are also running a discord along side twitch. Some will even invite people into their voice chat to talk with them on stream.
I much prefer using discord in those situations, but that may be partly due to the higher barrier to participation that using discord immediately entails.
