“We’re dead in the water …”
DaleWith large companies, you will often have multiple divisions all running their own IT operations, in addition to the Central IT Department. What invariably happens is that some bright spark…
I wonder how long until some corporate bozo asks for Microsoft Security Essentials
... in order to "save" money. Once had a customer whinge about the cost of implementing an anti-spyware solution. Someone told them that Spybot S&D was free. Technically it was,…
This enhanced web-case entry …
In my inbox this morning… Enhancing your eService experience... is a commitment from WXYZ Technical Support to you. Our goal is to continually evolve the content on our Support web…
Why Service Level Agreements trend towards BS.
Work with a big enough organisation and you’ll come across the Service Level Agreement (SLA). An SLA basically says, “we’ll provide you with x level of service, for y dollars. …
Customer Relationship Principles
Work cooperatively and productively together to meet agreed objectives Clarify objectives, expectations, requirements and agreements Proactively communicate and share information in a meaningful and timely manner Use agreed processes, procedures…
Sometimes it’s easier to rebuild a system to fix the underlying problem.
Customer reported an issue with some voice recording software, and our on-site support staff looked at it. Can’t find DLL And they escalated the call to me. Finally agreed a…
On corporate speak
I was a new employee trainer for 4 years, which means I could talk about my employers strategic direction and Customer Intimacy programs. Customer Intimate? I used to bristle at…
Why? Is it gonna blow?!?
I’m careful with how I communicate with customers. Not for them, terms like ProcMon, least user privilege, DLL Hell and PEBKAC. Though for some of our support people, it’s an…
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…
Cool costs me money.
Know your audience, and speak to them in their language.