Timeline for How to handle an employee that responds to an email he is copied in on, but is not his responsibility to take that action?
Current License: CC BY-SA 4.0
17 events
| when toggle format | what | by | license | comment | |
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| Feb 1 at 15:09 | answer | added | keshlam | timeline score: 0 | |
| Jan 30 at 17:36 | answer | added | Chris | timeline score: 1 | |
| Jan 30 at 16:42 | comment | added | ColleenV | @PaulMichaels Are you sure the technician sees it the same way you do? Are your roles documented? Does this person know they shouldn't try to help? I know if someone asks me for help, my natural instinct is to respond. This could just be a communication problem. | |
| Jan 30 at 16:42 | comment | added | Donald | So you’re upset that this individual replied to the customer instead of doing what exactly? If they stepped out of their lane, handle that through management, but did the customers problem get resolved? If so what’s the problem? Customer doesn’t care who handles their problem, just that it’s handled, I wouldn’t have kind thing to say if a customer service representative asked me to only contact them. In fact I would probably no longer be a customer, and I would probably blame that representative, for my decision. | |
| Jan 30 at 16:28 | answer | added | iLuvLogix | timeline score: 6 | |
| Jan 30 at 16:04 | comment | added | user143516 | There isn't "documentation", just roles and responsibilities within those roles that you follow. A service technician does not have the responsibility to respond to customer order issues. That is my department. | |
| Jan 30 at 16:04 | answer | added | joeqwerty | timeline score: 20 | |
| Jan 30 at 15:54 | comment | added | ColleenV | Is there documentation of who should handle which inquiries, or is it just something everyone knows? Making it very clear who handles what is a good first step. | |
| Jan 30 at 15:53 | history | edited | user143516 | CC BY-SA 4.0 |
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| Jan 30 at 15:41 | comment | added | puck | This person was in the TO field, so why shouldn't this be their responsibility or "lane"? You need an agreement on how this should be handled in the future. | |
| Jan 30 at 15:17 | review | Close votes | |||
| Feb 8 at 20:35 | |||||
| Jan 30 at 15:17 | comment | added | TripeHound | "Two service people in our company were copied (in the TO:) on the email. I began doing my thing..." To prevent similar problems, an "_I've picked this up" email to the other internal recipients would probably help. | |
| Jan 30 at 15:05 | comment | added | ColleenV | No, you should not be emailing your customers to try to force them into your process. It will annoy them and make your company look incompetent. Your personnel not knowing how to handle their request through proper channels is not their problem. | |
| Jan 30 at 14:42 | history | edited | user143516 | CC BY-SA 4.0 |
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| Jan 30 at 14:40 | answer | added | nvoigt♦ | timeline score: 2 | |
| S Jan 30 at 14:36 | review | First questions | |||
| Jan 30 at 15:11 | |||||
| S Jan 30 at 14:36 | history | asked | user143516 | CC BY-SA 4.0 |