Acknowledge the user, to avoid the flack

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