Timeline for How to handle incompetent/aggressive customers incapable of describing a problem?
Current License: CC BY-SA 3.0
42 events
| when toggle format | what | by | license | comment | |
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| Jun 16, 2020 at 10:59 | history | edited | CommunityBot |
Commonmark migration
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| Jun 28, 2018 at 15:54 | comment | added | user7886229 | "uploading the algorithm" Hahahahaha...I help out at a senior center, so I feel your pain. I had someone who didn't know the space bar existed. All this persons emails were written without spaces: "DearXXXX,Canyoupleasehelpmedotype" | |
| Jun 28, 2018 at 7:54 | answer | added | DigitalBlade969 | timeline score: 0 | |
| S Jun 28, 2018 at 5:28 | history | suggested | user70848 |
Added Germany tag, since this takes place in Germany.
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| Jun 27, 2018 at 22:08 | review | Suggested edits | |||
| S Jun 28, 2018 at 5:28 | |||||
| Jun 27, 2018 at 21:16 | answer | added | bob | timeline score: -1 | |
| S Feb 27, 2018 at 19:00 | history | bounty ended | Amani Kilumanga | ||
| S Feb 27, 2018 at 19:00 | history | notice removed | Amani Kilumanga | ||
| Feb 25, 2018 at 4:52 | history | protected | Jane S | ||
| Feb 24, 2018 at 8:42 | comment | added | 1006a | @ToddWilcox That's not really the case in libraries, which do have online help of various sorts but also specialize in face-to-face assistance. We have an after-hours IT help desk at my institution's library; it's literally a desk in the library, staffed by students, where other students can go for IT help when the regular IT folks are off-duty (or busy with essential upgrades and what-have-you). | |
| Feb 24, 2018 at 2:48 | answer | added | Harper - Reinstate Monica | timeline score: 5 | |
| Feb 23, 2018 at 20:22 | comment | added | Todd Wilcox | Are you dealing with customers/users who physically walk up to a desk or counter that you sit at, or are they calling a phone number and you are one of the people who answers the phone? Basically, are you having phone conversations or in-person conversations? In the USA, "a help desk" or "the help desk" usually refers to a phone bank where the support people can only communicate by phone. | |
| Feb 23, 2018 at 16:34 | comment | added | Harper - Reinstate Monica | Then if a machine on another floor is broken, who the heck supports it? Who clears a paper jam? Who plugs back in an unplugged cable? Whoever that is, if eyeballs on screen are required, refer the problem out to them. And eyeballs on screen are required, you can't support windows by talking about it. Unless you're Indian. Are you from Indiana? | |
| Feb 23, 2018 at 0:59 | history | tweeted | twitter.com/StackWorkplace/status/966839969191997440 | ||
| S Feb 23, 2018 at 0:49 | history | bounty started | Amani Kilumanga | ||
| S Feb 23, 2018 at 0:49 | history | notice added | Amani Kilumanga | Reward existing answer | |
| S Feb 22, 2018 at 8:39 | history | suggested | Mark Rogers | CC BY-SA 3.0 |
minor title fix
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| Feb 22, 2018 at 0:56 | review | Suggested edits | |||
| S Feb 22, 2018 at 8:39 | |||||
| Feb 21, 2018 at 21:15 | comment | added | user15729 | Do you have a well built faq and dichotomous troubleshooter? If you do, it should catch nearly all typical problems, no matter how inept your customers are. It's good practice to have such a faq and troubleshooter and only let customers see the support line contacts after they have gone through them. | |
| Feb 21, 2018 at 21:07 | review | Suggested edits | |||
| Feb 21, 2018 at 23:39 | |||||
| Feb 21, 2018 at 9:14 | answer | added | Rui F Ribeiro | timeline score: 7 | |
| Feb 21, 2018 at 8:54 | answer | added | AllTheKingsHorses | timeline score: 4 | |
| Feb 21, 2018 at 8:25 | comment | added | AllTheKingsHorses | @Orphevs OK, to summarize: you work in a university library that provides services mostly to students and you're the help desk. I'd assume you're there to support the library staff, not so much the customers? And some random elderly guys (=probably not students?) walk in, try to work on the computers, call you on the phone and shout at you for not helping them with uploading the algorithm and not coming to their desk? And it's so bad that security had to be involved several times? | |
| Feb 21, 2018 at 0:55 | answer | added | Roman Odaisky | timeline score: 17 | |
| Feb 20, 2018 at 23:16 | comment | added | 1006a | How are these consultations initiated? I mean, the customer gets to the front of the line, and then do you say something to them? If so, what? Or do you wait for them to speak? Do you have a script that your employer has given you for any part of the interaction? | |
| Feb 20, 2018 at 20:01 | answer | added | HopelessN00b | timeline score: 252 | |
| Feb 20, 2018 at 19:56 | comment | added | HopelessN00b | ...and now that I think about it, your question doesn't include anything about you've tried so far to address this, which is problematic. | |
| Feb 20, 2018 at 19:51 | comment | added | HopelessN00b | I don't see the two most important things mentioned in your question. 1) what are your customer service duties/requirements from the business, and 2) what (if any) agency do you have to set such policies? Both of those things are necessary considerations to a good answer. I'm personally fond of the adage that not every customer's business is worth it (it frequently costs more to provide a product or service to a customer than you can make in profit off them, in which case, they may not be worth having as a customer), but if/when my bosses disagree with that math, I provide my services anyway. | |
| S Feb 20, 2018 at 19:19 | history | suggested | Anne Daunted GoFundMonica | CC BY-SA 3.0 |
minor spellig
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| Feb 20, 2018 at 18:58 | review | Suggested edits | |||
| S Feb 20, 2018 at 19:19 | |||||
| Feb 20, 2018 at 18:50 | answer | added | Todd Wilcox | timeline score: 179 | |
| Feb 20, 2018 at 17:50 | comment | added | Dan | Why can't you leave your desk? What is causing you to stay there? If your job is IT support, isn't that the only thing you should do? | |
| Feb 20, 2018 at 17:43 | answer | added | Dan | timeline score: 0 | |
| Feb 20, 2018 at 16:54 | answer | added | teego1967 | timeline score: 8 | |
| Feb 20, 2018 at 16:33 | answer | added | Cameron Roberts | timeline score: 4 | |
| Feb 20, 2018 at 16:27 | comment | added | Orphevs | Clarification: if there is a problem with a machine on a different floor, I cannot come with them to fix it there. Working with mobile devices does not have that problem. | |
| Feb 20, 2018 at 15:50 | review | Close votes | |||
| Feb 21, 2018 at 9:07 | |||||
| Feb 20, 2018 at 15:27 | history | edited | Orphevs | CC BY-SA 3.0 |
Added clarifications about the situation
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| Feb 20, 2018 at 14:51 | answer | added | Dan Pichelman | timeline score: 32 | |
| Feb 20, 2018 at 14:11 | comment | added | Mart10 | I think this question has its place here since this has directly something to do with the IT Support job | |
| Feb 20, 2018 at 14:10 | review | First posts | |||
| Feb 20, 2018 at 16:43 | |||||
| Feb 20, 2018 at 14:08 | history | asked | Orphevs | CC BY-SA 3.0 |