I'm a jr. software dev from a medium sized IT company in Mexico, we provide software as a service (desktop apps and web pages) to our customers, a lot of these were made before I started working for the company, so we mostly do maintenance or updates in the code or petitions from our customers. Since the structure of the systems weren't meant to grow as big as they are right now, we have problems with availability because of the servers hardware that we are limited to, so it's a common thing that our servers crash.
Now for that client:
We have a web page dedicated to customer support so they can contact us when they have problems with any of our services (we don't answer this tickets directly as devs. our role it's to explain what's happening, then a customer support rep. will approach the costumer) here's where this particular customer enters the picture.
Let's call our customer Will. He started using one of our web pages around mid 2019 ever since then he probably has submitted at least a ticket per month or even more in the same one, always nagging about how bad and unreliable our web page is because of constant crashes with our servers,he really wants to know technical-level explanations and uses passive-aggressive comments to our customer support rep in charge to explain the situation. If there's a fail with the web page that we are offering to him, you bet there will be a ticket of him waiting for us to answer and deal with his behaviour.
We've never offered him an special offer or discount of any sort on any of our services.
My Question Is:
- How can support deal with the behaviour of this client specifically with the tickets he submits?