“We’re dead in the water …”
With large companies, you will often have multiple divisions all running their own IT operations, in addition to the Central
Continue readingCategory: Customer Relations
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
Continue readingThis enhanced web-case entry …
In my inbox this morning… Enhancing your eService experience… is a commitment from WXYZ Technical Support to you. Our goal
Continue readingWhy 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
Continue readingCustomer Relationship Principles
Work cooperatively and productively together to meet agreed objectives Clarify objectives, expectations, requirements and agreements Proactively communicate and share information
Continue readingeMail Template: Security vulnerability scan template
Something I collected some years ago, and with rework, I still use it today: Ladies and Gentlemen, As part of
Continue readingSometimes 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
Continue readingOn corporate speak
I was a new employee trainer for 4 years, which means I could talk about my employers strategic direction and
Continue readingWhy? 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
Continue readingAcknowledge 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
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