301

Write a physical letter of praise to a somewhat high ranking executive in their company I have done this a few times as an experiment for customer service people I really like. I write a half page letter praising them, address it to someone well up the chain of command but not so far up as to be swamped with stuff, address it to the appropriate regional ...


253

One of the most useful phrases I ever learned in my hellish time in a helpdesk role was "show me". People suck at describing their problems, but they're generally pretty good at showing what's wrong. Instead of listening to technobabble for half an hour before the customer gets so mad that you have to call in security, try asking them to show you the ...


235

First thing to do is double check and make certain that you issued the refund on your end. You say that his account says he has been refunded, but also go and find the actual bank transaction to be sure the money has left your own accounts. At that point you know you have done everything correctly, even if the bank has not. Second, share with Michael as ...


224

Priorities need to be set by your boss. Talk to him about them. Yes that might mean the other customer waits longer, it is not your call. Another benefit of having your boss explicitly set your priorities is that they then can't blame you when both tasks are not done. If you haven't asked for guidance on which to do first, many bosses will assume you are ...


179

Most people with IT problems are experiencing the problem more emotionally, rather than technically or logically. Working on an IT help desk is surprisingly and challengingly closer to therapy than actual troubleshooting. In order to get anywhere with non-technical people, you usually have to make a connection and get them on your side: Validate their ...


157

I would say, if you only make the website, and don't do the hosting for him, then your 'job' is done when you have the files ready to be ftp-ed to your client (and of course, he has agreed that he has seen and approved your 'final product'). How he gets it onto his own hosting provider is not your problem, besides, I would guess they have support there as ...


155

Whether you can decline service to a customer is a question for your manager, because quite aside from any location-specific legal concerns, businesses differ in their handling of problem customers. I recommend going as a group since he makes a bunch of you uncomfortable. Either individually or as a group, though, be sure to report this harassment to your ...


126

Don't accept a meeting invitation unless the issue is already resolved. You can reply to their meeting invite with something like: Hello X, I will not be able to attend this meeting as I am still working on your request. Once I have completed the request I will send a meeting invite so that we can discuss the issue. If your company owns the product, then ...


98

Talk to your boss before the next meeting and ask what you should do in the case that your coworker cannot make it to the meeting for whatever reason. There is no need to mention that your coworker is frequently missing meetings. Follow the boss's instructions if the situation happens again. Normally I would simply tell the customer that it looks like X ...


81

You should talk to your supervisor. Tell them this man makes you very uncomfortable and what he has done and tell your superior you don't want to help this man. Use the term sexual harassment - that usually gets an employer's attention. If the supervisor says you must then talk to his supervisor. If that does not work you can just refuse to help and see ...


76

How to act professionally? Does it even matter, other than an issue of personal pride? It sounds like your client wanted to tweak something and make himself feel important. Some people just have to micromanage to feel useful and tweaking grammar/language is the easiest way to do that. These people generally respond very poorly to "stop it" types of ...


74

I have been in a similar situation in the past. Our group's "primary" contact email was designed to take form submissions from an ordering portal (which were automatically processed) and responded to all others with an FAQ about our process and product. The response email clearly stated that no human ever checked this email address (a human did actually ...


73

How can I tactfully, respectfully let the client know that these notes are irrelevant to me and are actually one of their member's jobs? You can try something like: "Hey, can you explain what these bugs are so we can know who to assign them to? It seems like they are related to text copy, which would be John's responsibility. But if they are implementation ...


69

Why is he still with us? If he's constantly annoyed that the service he is receiving is not what he wants then why bother? He even purchased more from us not too long ago. We can't answer this. We have no idea why he's still with you. Why don't you ask him? How can support deal with the behavior of this client specifically with the tickets he submits? ...


68

You're never going to eliminate this behavior entirely - some people always feel the need to be doing something regarding their "need" no matter how pointless or even potentially counter-productive it is (see the people who will sit at the back of a solid traffic jam that clearly isn't moving at all and honk their car's horn) You're probably having a ...


65

I had a customer once that was like this, no matter how many questions you asked they would only respond to the first question. You have 2 options send the email back asking for answers to all the questions or, knowing this is an issue, send 5 different emails if you need answers to 5 different questions. The response really depends on how important to the ...


63

This is something that, unfortunately, is not uncommon in retail. The core advice you're getting from almost everyone is correct: talk to your supervisor. The following assumes you are in a major retail chain (or one that acts similarly to a major retail chain in terms of its organization). Small stores will of course have much less bureaucracy. This is ...


62

This type of thing will come up again as you grow your business. No one can take advantage of you without your permission. The solution is to charge for your time to manage the web site on a competitor's platform. For example: "Hosting is $50/mo on my server and includes FTP support, OS patches, backups. It's a flat rate and a good deal." "If you host with ...


60

While it may seem like a good approach to sweep the news of your employees passing under the rug, it's important to remember that despite this being business, people are still human. If the employee in question played a major role in solving problems for your clients and has built a relationship with those clients, you'll most likely want to let everyone ...


52

In addition to the answers about people usually not wanting a lot of small notes (let alone coins) to carry around, there is also another issue here: You're going to run out of change pretty quickly. If you return someone's 5$ change as 5x1$, then an hour later you'll not have any more $1-bills to give out to people who really need one. That's also one of ...


52

There's a part of me that says this is your best customer. He not only pays you, he tells you when things are wrong. That's pretty great. Not everyone will do that, many will just cancel the service and walk away. Or not use it, not get value from it, and eventually walk away because they realize they are paying for nothing. This is someone who is very ...


49

So, you're stuck between a rock and a hard place. Your boss refuses to hear the word "no," and you can't get any sort of "yes" answer. You need to remove yourself as the middleman from this situation. The next time you speak with the service rep, take your boss with you to the meeting (or let him talk with the rep by himself), and let him do his own ...


47

I would respond with a "Thank you for answering question x. Before I can commence work, can you please clarify y and z?" That way you are acknowledging his response, but that you really need the other information without being contrite.


43

As a person who worked in the first-line IT HelpDesk and helped reduce it need. Talk with your manager about proper communication of your presence. Remind them about proper procedure of creating tickets (maybe your system need auto-update function to send notifications after each stage, maybe tasks are nor graded and users are not informed on time required ...


38

Just block them if you can. It is a bit rude, but so is ringing your personal number after hours. There is no need to tell them you're blocking them. I have several clients who can ring me any time. Anyone who rings that isn't on that select list, I don't even answer.


37

This is kind of absurd, at least to me. If you were a bartender at a strip club, this would make perfect sense, as the customers are actually there sometimes for the thrill of throwing dollars. But you work in a liquor store. You get a bottle off the shelf, place it in a bag with customers' other goodies, ring up the sale, and send them on. Maybe you ...


36

Dear Client, Thanks for reporting this. You should be able to amend this yourself by logging onto the content portal at http://coolstuff.example.com/ and the results will be available on the live site immediately. If you have any problems using the portal, please let me know. Cheers, Tom


35

This might help: My friend had a boss who was like this and the solution they found was to enumerate each question. If all the questions are in a paragraph form, people who like to just skim won't really read the content. However if you format something like the way I'm formatting this answer. The person on the other end probably didn't read the question ...


35

You have been victim of professional bullying. As the other answers already mentioned it, there was nothing you could do to avoid this. You cannot possibly know if a particular customer is friend with you big boss, and you can't ask customers if you're supposed to give them preferential treatment. Basically, if one of those "special" customers shows up late ...


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