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Questions tagged [customer-service]

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6 answers
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Is what I said to my boss (director) excessive?

I am a manager in the cybersecurity division of the company I work in. I have been in management for about 5 years and am well respected by my colleagues. This week, one of the cybersecurity engineers ...
Anthony's user avatar
  • 21.9k
-7 votes
3 answers
570 views

Are words from Sports, War, Hunting and Fighting inappropriate for the workplace

I see words like 'target' routinely used to refer to people, or even just objectives set for them, and wonder how this became so pervasive in public speech in general, but particularly the workplace?
Happy Idiot's user avatar
-3 votes
3 answers
517 views

How to communicate effectively with a customer if I have low self-esteem and I have doubts about the value that I or our company can deliver?

I am trying to do my best but my self-esteem is low and I feel the risks that I can become rude (e.g. avoid normal pleasantries) because my personal value is so low that noone can be insulted by such ...
TomR's user avatar
  • 433
3 votes
1 answer
379 views

Can tutoring be counted as `Experience dealing with the general public, one-on-one`?

I'm applying for a job in a English-speaking country. In the section Customer service and communication skills of the questionnaire, I am asked to state my Experience dealing with the general public, ...
user avatar
2 votes
4 answers
7k views

Does teaching experience count as customer service experience?

I have recently moved to Australia. English is not my first language but people can more or less understand what I say. I plan to study further after the pandemic ends. I am now applying for retail / ...
user avatar
-1 votes
2 answers
598 views

Small software inaccuracy may induce cascade of unfounded complaints - should I acknowledge the situation and communicate it back?

As a software developer I have observed that small software inaccuracy/inaccuracies (bug, but small and quite hard to define and understand from the user point of view) (that may sometimes happen) may ...
TomR's user avatar
  • 433
11 votes
6 answers
3k views

Small business, dysfunctional and overloaded; how to convince cultural change?

Joined a small business who’ve built a SaaS platform for a niche and complex business domain. It’s basically “Business Guy” / CEO, “Tech Guy” and “Sales Guy”. The product is clearly valuable with ...
dehaga2893's user avatar
-1 votes
4 answers
467 views

How should I handle a persistently emailing customer who I suspect may be mentally unwell?

I have a customer that sends me pages upon pages about how my product is worthless and I charge too much money for it. The customer initially misunderstood the product's features and now can't stop ...
user2875404's user avatar
58 votes
5 answers
12k views

Customer wants me to fix support requests in real time

I work in a support role for one of our products. We have B2B customers and frequently they will contact me with issues. When a request comes in, I let them know I'm troubleshooting and will give them ...
Chris's user avatar
  • 483
1 vote
5 answers
3k views

Client constantly submits tickets; how can support deal with this?

Some context: 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 ...
Yeul's user avatar
  • 61
134 votes
4 answers
15k views

What would be an appropriate gift to a customer service rep who's helped me way beyond what I expected?

I recently had an absolutely fantastic customer service experience. I had an issue signing up for a service and posted on social media about it - a few minutes later, a user from the company commented ...
user avatar
-8 votes
0 answers
243 views

How do Smart Businesses Transform to "Work From Home" [closed]

Heres a smart businesses approach on transforming its customer success team to working remotely. What are your thoughts on it? Are these enough steps taken. Do you think it can be as productive. Share ...
betsycollins's user avatar
1 vote
2 answers
899 views

Customer service question

You are the only employee on duty & serving a long line of customers. Suddenly you hear the sound of breaking glass from the back aisle of the shop. How will you react to this situation? My first ...
Neebus's user avatar
  • 29
4 votes
6 answers
3k views

How to complain during annual review

I've been working as a web developer in a very small company for the last 4 years, this is my first job. I was hired as the second dev, the first one being one of my bosses. My tasks at the beginning ...
JacobVanHolland's user avatar
-1 votes
3 answers
795 views

How to manage multiple groups of players in an escape game center? [closed]

My challenge I work in an escape game center where 1 hour play sessions follow one another. I have a big concern: I do not want the previous group of players (let's call it group 1) to meet the next ...
Flora Grappelli's user avatar
71 votes
8 answers
16k views

What should I tell a customer when my co-worker fails to show up to a meeting?

I'll typically have meetings with customers in which they set it up and invite me and other co-workers. Sometimes I will show up to this meeting and my co-worker(s) won't because they forgot, became ...
Daniel's user avatar
  • 783
66 votes
16 answers
17k views

How to deal with non-stop callers in the service desk

For the last three months, I've been working in an IT department with first- and second-level IT support. This differs from a call center where someone picks up the phone and quickly creates a ticket ...
Julian Bechtold's user avatar
17 votes
10 answers
11k views

Asked customer for phone number. Turned out she was secret shopper and reported me to upper management

I already know it's not a good idea to date or flirt in the workplace. I work for a company that does marketing. They send me around to different stores to give out samples of products. The other ...
user109861's user avatar
1 vote
2 answers
190 views

How to navigate asking for structure when director asks for a gentler touch

I'm a designer who works with many clients a day. Often everything is a rush and it's often left to the designers on my team to translate quick decisions into designs. To alleviate this, I've tried ...
user avatar
3 votes
1 answer
265 views

Is there a business term for providing a level of support based on customer's worth? [closed]

Some business provide better customer service/support(more frequent, faster responses) to their larger clients ( or those that spend more money). Is there a business term for this? Ie "volume based ...
Jen Lepock's user avatar
4 votes
6 answers
2k views

Self-employed and messed up a client's brochure, should I still bill them?

I have been self-employed for 2 years and most of my work is in web development/general IT. I mostly work for small businesses and sometimes they need extra things like graphic design. Often my ...
Justin Morrison's user avatar
1 vote
6 answers
1k views

How to deal with overly attached student?

I'm doing private lessons for various programming subjects. One of my students has a tendency to send multiple messages if I don't reply at once, likes emphasizing his effort even though I tell him ...
Ivan Kukic's user avatar
-2 votes
1 answer
174 views

How should I explain to the senior members of my team that our CTO is also our stakeholder?

The context is the following. During a corporate restructuring that happens this year, there were many resignations and layoff in my current company. Our CTO lives in New Zealand and we are based in ...
John Legas's user avatar
  • 1,434
6 votes
2 answers
988 views

How can I correctly inform client that their project cannot be completed due to missing information?

I work for a software company. A company hired us to patch some functionality on an existing system. After a few meetings, we agreed that we would need information about the current system, as well ...
Matthew J's user avatar
12 votes
8 answers
7k views

How to handle a customer who has my personal number

I have a customer who somehow got my personal number instead of my work phone line. Since this individual has my number they believe that the office hours no longer apply to them. This person has been ...
Marcello B.'s user avatar
3 votes
3 answers
2k views

How to deal with customers eating while talking on the phone

I work in an office where I have to pick up calls and help customers use a program. Many times when people call in, they feel that is the perfect time to start their lunch/snack. I am using a ...
Yakov Kantor's user avatar
48 votes
14 answers
20k views

A client wants me to provide assistance with using a service of a competitor company

I build websites for customers and I offer them hosting as well. Relatively expensive but they got all support from me. Now, I have a new client who wanted to build a website. The website is built ...
undefinedman's user avatar
  • 1,013
40 votes
11 answers
12k views

How to politely say that we won't answer a FAQ? [closed]

We are a small company; when we receive emails on our support email address, we have an autoresponder with a detailed FAQ. Not out of rudeness, but because of resource constraints, we can't reply to ...
magma's user avatar
  • 447
78 votes
5 answers
21k views

Angry email from customer insisting he didn't get a refund [closed]

I run a time management app with a monthly subscription model that gives users the freedom to cancel whenever they feel like so. Normally if a customer cancels at the beginning of the month after they ...
onprofessionalism's user avatar
2 votes
2 answers
702 views

How to prevent sales manager getting involved in operational problems

I work in a small technological company, less than 25 persons, in two different countries in Latin America, clients in both of them. I'm in charge of operational issues, which means to install servers ...
Santiago's user avatar
  • 416
83 votes
8 answers
16k views

If you're overwhelmed at work, how do you choose what takes precedence?

I'm becoming overwhelmed at work and trying to choose what work I perform first. There is one customer that has a system which is already live, but it breaks frequently. This is a newer issue and it ...
Erik's user avatar
  • 863
142 votes
12 answers
28k views

How to handle incompetent/aggressive customers incapable of describing a problem?

The situation described takes place in Germany, but is not neccessarily linked to German culture. I work in IT support at a library with public workstations, and often encounter (mostly elderly) ...
Orphevs's user avatar
  • 1,170
4 votes
2 answers
920 views

Telling the customer "it has lower priority"

Our company makes software. Issues are common in this sector, and we always take customer reports seriously. We also triage our software issues to give priority to the blocking ones leaving cosmetic ...
usr-local-ΕΨΗΕΛΩΝ's user avatar
5 votes
1 answer
8k views

Getting fired for hanging up on customer who was acting belligerent

I work in a call center doing tech support. I've worked there less than a year but passed my probation period. I have done tech support before for and have worked as a call agent before (but never ...
dashofpepper's user avatar
0 votes
1 answer
292 views

How to cope in Service Desk with blurry lines between 1st and 2nd line level? [closed]

(Wasn't certain how to phrase my Title - edit as you see fit) I work in a IT service desk as a L2 tech, but I frequently get to deal with 1st line cases where my manager asks me to: a) handle 1st ...
ImmaWizzurd's user avatar
12 votes
3 answers
5k views

How to cope by accepting being disciplined by your big boss that threatens to fire you over baseless misconduct [closed]

I am in a company who sells 10 minutes race for 6 people on formula 1 simulator. Each 15 minutes I have to take 6 new customers who will enjoy their race. So during these 15 minutes I have 5 minutes ...
chicken burger's user avatar
4 votes
2 answers
286 views

How to deal with my (window hardware) supplier refusing to provide detailed product information [closed]

Some background: We've been buying the products of a supplier of window and door hardware (locking systems etc.) for around 10 years. We spend tens of thousands of GBP with them per year. They're ...
WhatEvil's user avatar
  • 456
19 votes
4 answers
3k views

Having to give money for kitchen stuff

I'm working as a service provider, working directly at the customer's place, in Germany. The customer is in this case a very big company (>100.000 workers). Recently someone from the part of the ...
Purrrple's user avatar
  • 2,757
4 votes
3 answers
995 views

How to ask for more work, now that my original tasks have been assigned to someone else?

I am working at consulting company which provides project help to customers in different domains. I was assigned to a supply chain project as a management liaison. Originally the manager of my ...
Inspired Developer's user avatar
7 votes
4 answers
1k views

Dealing with a particularly irritating customer over a specific issue

I'm currently an apprentice software developer working on my first project. The project, which I took over from the previous apprentice who left after getting sick and tired of the customer(s) ...
David's user avatar
  • 183
8 votes
4 answers
549 views

How to train customer service team to better describe issues

We run the development team in an agile mode. We have agreed that we will have a place called the "Inbox" so that people in the customer service team can report bugs or important issues so we can ...
Cristian's user avatar
  • 181
8 votes
6 answers
2k views

How should I inform my client that backend changes after a product launch is not just a bug fix or enhancement?

My client and I agreed on an architectural design for an android application, which included the MySQL database. The application has been released, and has grossed a good number of users and data. ...
why's user avatar
  • 191
-4 votes
2 answers
4k views

What should I do if client request my staff personal phone number? [closed]

I am doing Software Development and sometimes we have mis-developments. Some customers request that I give the personal phone number of my staff members to do the claim directly. What should I do? ...
Aung Satt's user avatar
1 vote
4 answers
536 views

Should I inform Business I Took my Business Elsewhere? [closed]

I am not sure is this an appropriate question for this forum. I am a consumer and often email a number of businesses looking for quotes and more information about products/services that I am hoping ...
JP McCarthy's user avatar
4 votes
7 answers
1k views

Remaining motivated when being declined multiple times?

I am a dedicated individual looking at gaining work in the aviation sector. I’m fresh out of High School, and my college degree requires at least one year of work experience. I love working with ...
Debbie Williams's user avatar
1 vote
2 answers
404 views

Does order of fields matter on a resume or LinkedIn?

Is it normal to show education and volunteering field first, and then work experience on a resume, LinkedIn or cover letter? The reason is that I don't have much relevant work experience for a ...
Anonymous's user avatar
  • 299
3 votes
1 answer
383 views

Is it a good idea to include warehouse general worker skills for an IT job?

Is it a good idea to mention warehouse general worker skills on a resume for an IT job such as computer technician when you don't have any job experience in IT field or I should avoid mentioning that ...
Anonymous's user avatar
  • 299
18 votes
9 answers
6k views

Giving change in smaller denominations so customers can tip?

I started working in a liquor store. There is a tip jar beside the cash register that some customers donate to. After a purchase, I normally give change back from highest bills to lowest (e.g. I would ...
HarlyK's user avatar
  • 1,126
1 vote
2 answers
743 views

Forgot to take my portion of the tips [closed]

I’m working at a store where we get tips and split it at the end of the night. The process is very informal and usually someone leaves your cut where you had been working. I’ve been here about a month....
HarlyK's user avatar
  • 1,126
1 vote
3 answers
571 views

Europe - Usage of the T-V distinction (Vous / Usted / Sie) [closed]

In most western European countries, we have a form of politeness to adress either customer that we have not worked for a long time with or senior management : Vous / Usted / Sie (respectively French, ...
Andy K's user avatar
  • 492