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Home » Archive for  Customer Relations

Category: Customer Relations

“We’re dead in the water …”

Posted onOctober 20, 2011February 26, 2021

With large companies, you will often have multiple divisions all running their own IT operations, in addition to the Central IT Department. What invariably happens Read More …

CategoriesCustomer Relations, Last Job

I wonder how long until some corporate bozo asks for Microsoft Security Essentials

Posted onJuly 6, 2009November 24, 2021

… 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 Read More …

CategoriesCustomer Relations, Security

This enhanced web-case entry …

Posted onJuly 2, 2009November 24, 2021

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 Read More …

CategoriesCustomer Relations

Why Service Level Agreements trend towards BS.

Posted onMay 6, 2009May 9, 2009

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 Read More …

CategoriesBusiness Etiquette, Customer Relations, Last Job

Customer Relationship Principles

Posted onJanuary 18, 2009November 25, 2021

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 Read More …

CategoriesCustomer Relations, Quotations

Sometimes it’s easier to rebuild a system to fix the underlying problem.

Posted onNovember 6, 2008October 14, 2008

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 Read More …

CategoriesCustomer Relations, Windows

On corporate speak

Posted onNovember 5, 2008October 14, 20084 Comments

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?  Read More …

CategoriesCustomer Relations, Last Job

Why? Is it gonna blow?!?

Posted onOctober 24, 2008October 12, 2008

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 Read More …

CategoriesCustomer Relations, Funny Pictures

Acknowledge the user, to avoid the flack

Posted onMarch 30, 2008November 25, 2021

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.  Read More …

CategoriesBusiness Etiquette, Customer Relations, Stories, YouTube

Cool costs me money.

Posted onMarch 22, 2008November 25, 20214 Comments

Know your audience, and speak to them in their language.

CategoriesCustomer Relations, YouTube

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