On 07/29/2011 12:24 PM, Nick Hilliard wrote:
On 29/07/2011 22:55, Michelle Sullivan wrote:
Friendly or non friendly response is usually gaugable in advance by the
tone of the initial email.
Which is usually gaugeable in advance by the tone of the customer
complaints that precipitated contact with SORBS in the first place.
Email is such a lousy medium for this. We're all much more decent people
in person than over snarky emails.
Nick
It's pretty much customer service 101 to ensure that you keep your
communications as neutral and polite as possible, regardless of how
frustrated or vilified you feel by the person you're supporting, and
regardless of how tired you are of accusatory tickets. Being snarky
back gains little, if anything, and just helps promote a bad
reputation. People forget good customer service (unless it surpasses
that to brilliant), but remember bad service.
