So said a very experienced helpdesk leader I worked with.
It lets the annoyed customer to get all their annoyances out, and they calm down. Of course, swearing at a helpdesk person is not permitted.
To get the helpdesk staff to remember "Acknowledge the user, to avoid the flack", he purchased some AFLAC ducks.
What’s an AFLAC duck? Well have a look here:
On this day..
- LastPass does form filling! - 2009
- Straying from the path ... - 2009
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