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Questions tagged [customer-service]

The tag has no usage guidance.

3
votes
1answer
247 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 ...
4
votes
6answers
1k 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 ...
1
vote
6answers
802 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 ...
-2
votes
1answer
159 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 ...
6
votes
2answers
651 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 ...
14
votes
8answers
2k 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 ...
3
votes
3answers
944 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 ...
49
votes
14answers
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 ...
40
votes
11answers
11k 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 ...
79
votes
5answers
20k 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 ...
-1
votes
2answers
150 views

Perception of quality by management [closed]

I am responsible for managing the SDKs for our products, and handle communication with customers. Before sending out code samples that demonstrate our APIs, I spend a lot of time to guarantee that ...
1
vote
1answer
186 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 ...
83
votes
8answers
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 ...
138
votes
12answers
26k 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) ...
4
votes
2answers
531 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 ...
3
votes
1answer
4k 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 ...
0
votes
1answer
265 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 ...
11
votes
3answers
4k 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 ...
4
votes
2answers
264 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 ...
19
votes
4answers
2k 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 ...
4
votes
3answers
469 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 ...
7
votes
4answers
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) ...
8
votes
4answers
467 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 ...
8
votes
6answers
1k 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. ...
-4
votes
2answers
1k 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? ...
1
vote
4answers
474 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 ...
2
votes
6answers
435 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 ...
1
vote
2answers
351 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 ...
3
votes
1answer
335 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 ...
17
votes
9answers
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 ...
1
vote
2answers
420 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....
1
vote
3answers
507 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, ...
5
votes
4answers
492 views

How to manage numerous interruptions?

With my job, I often feel unproductive due to having multiple interruptions per day that drain my time. I do not want to seem like I am not doing anything (if my productivity is look at in terms of ...
3
votes
3answers
764 views

How to deal with customers who periodically change requirements?

When we are working on any project, all requirements are clear and documented and approved by the clients as well. As per we completed tasks our clients will look into them. But one client changes ...
3
votes
3answers
443 views

How to manage change and expectations with customers

My team is implementing the software of our company with new users. Recently, I've implemented our software with a bunch of new users who were working with a different software from another company. ...
5
votes
1answer
2k views

How to handle conversations where I don't have authority to make decisions?

I'm an engineer. When I talk to customers, I can sometimes make small promises like "I'll fix that bug for you" or "I'll change that color for you" but I can't promise anything that involves a time ...
7
votes
4answers
1k views

Having to execute an important change for the client without telling him

In my company we are supporting a client's website. However, when the quote was signed, the hosting fees where totally ignored on our side and it turned out that they are actually quite high. Due to ...
0
votes
3answers
839 views

Should I apologize in this situation? How?

I am working as part time remote contractor, developing custom solutions, and integrating various web services. As always, some clients expect that their solutions will be complete in just a few hours,...
2
votes
2answers
8k views

How do you respond to a customer when you can't answer their question? [closed]

I went for a job interview at a call centre for business support a few months ago and am having another one tomorrow for the same job. One part of the interview is role play where you sit at a ...
5
votes
3answers
2k views

How to respond when a customer doesn't read your email?

I was recently in a situation where I was responding to a customer inquiry about the availability of a certain action in our API that is present in our desktop application. Their question was not ...
44
votes
10answers
14k views

How to tell a client a reported “bug” is not actually a bug, but something they need to fix themselves?

Context I am new to client relations. It's my first year at my company, but even though I am 24 years old, I've never had a job where I had to do customer service of any kind. I program things and ...
90
votes
7answers
18k views

Can I refuse a customer service because they make me uncomfortable?

I work for a grocery store. In my store we have a man who comes in often and demands that people help him. This isn't that bad, but he is also very sexist and racist. He calls all the girls "Baby" ...
24
votes
10answers
5k views

What to do when your manager doesn't accept your vendor's answer about a bug?

Basically, my company uses Software A, which provides a developing framework and a lot of generic code templates. My company purchases this software and uses it as a platform, making customizations ...
-3
votes
1answer
95 views

Software Change [closed]

We are currently going through a software change and will be going live with our new ERP system next month. We need to inform all of our customers that their orders will need to be adjusted. Does ...
2
votes
2answers
301 views

How to please both my bosses and my customers [closed]

I have been working as a salesperson in my current company for close to two years, the bosses are my friends and we work pretty well together even though my bosses have quite some attitude problem. I ...
45
votes
8answers
12k views

How to deal with a customer who “incorrects” my English?

As a professional service provider, our company provides a customized IT enterprise solution to a customer. One of our deliverables is a design document, which describes the components at a high level....
61
votes
11answers
16k views

I emailed my customer asking multiple questions. Their reply addressed only one. What is the polite way to point this out?

I asked the customer three questions, and they only answered one, as if the others didn't exist. I need answers to all those questions. Frankly, I find it a little rude that they didn't read my email ...
12
votes
3answers
3k views

How to respond to an angry client?

We have been recently asked by one of our clients to go out to one of their customers to provide technical support for a touchscreen issue. We're a courier company transporting their equipment from ...
3
votes
3answers
2k views

My customer comments in English. Should I reply him in our mother language?

Because my organization mainly works with Americans, its website is 100% in English although the members 100% use a Vietnamese. Before we decide to close the comment section in the website, a person ...
3
votes
4answers
769 views

How to handle aggressive, negative, incorrect criticism in a positive way [closed]

The company i work for has a customer that we provide several software solutions for. They run various events and we provide them with an admin system for them to run their events and a windows ...