Lobotomy Boy
Member
- Joined
- Feb 16, 2004
- Messages
- 2,449
When one of my help desk agents screws up the first thing I do is look at how. If they screwed up because of a policy I put in place then I of course take blame. If they screwed up because I provided inadaquate supervision then I take the blame. If however, in spite of good policy and in spite of good supervision they manage to screw up... then I ream them. If necessary I throw them to the wolves. We have a working arrangement that it is their job not only to answer the phones and field the calls but to not screw up.
If I were your supervisor and one of your reports screwed up and you fired the person, I'd support you. But if you then blamed the person reporting to you and claimed innocence, you would be on your way out yourself, eventually. If you habitually shirked your responsibility in such matters, I'd fire you. Then I would take responsibility for having hired you in the first place.