i'm not sure how relevant this is for other help desks, but i'm sure it's at least partially true...
1.) do not assume that something is wrong with "the system". 99% of the time, there is nothing wrong and it is you. when you start off a call with "*sigh* you guys need to fix your system", it will only result in inferior service from us.
2.) do not simply forward us an error message with no question or explanation of what you want, and expect us to help you. it's rude.
3.) if you are having a bad day, keep it to yourself. we don't take our anger out on you, and we expect the same in return. for whatever reason, when somebody is mean, we tend to be passive aggressive.
4.) if you are clueless about computers, recognize this, and do not get angry at us when we can't understand your pigeon computer speak.
5.) do not flame us about our choice of software, webpage design, etc. your comments will almost never reach those in charge, and only be laughed at by those who do read it.
6.) we will not make exceptions for you. when we tell you that something is against policy, it doesn't matter how long you've been working on it, how much your boss hates you, etc. we will not violate policy to appease you.
that is all for now
just remember, violation of those 6 terms will almost always result in a longer call, more time on hold, passive aggressiveness, and in general, inferior service.
1.) do not assume that something is wrong with "the system". 99% of the time, there is nothing wrong and it is you. when you start off a call with "*sigh* you guys need to fix your system", it will only result in inferior service from us.
2.) do not simply forward us an error message with no question or explanation of what you want, and expect us to help you. it's rude.
3.) if you are having a bad day, keep it to yourself. we don't take our anger out on you, and we expect the same in return. for whatever reason, when somebody is mean, we tend to be passive aggressive.
4.) if you are clueless about computers, recognize this, and do not get angry at us when we can't understand your pigeon computer speak.
5.) do not flame us about our choice of software, webpage design, etc. your comments will almost never reach those in charge, and only be laughed at by those who do read it.
6.) we will not make exceptions for you. when we tell you that something is against policy, it doesn't matter how long you've been working on it, how much your boss hates you, etc. we will not violate policy to appease you.
that is all for now
just remember, violation of those 6 terms will almost always result in a longer call, more time on hold, passive aggressiveness, and in general, inferior service.
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