Originally Posted by kssinca
kokonutmama, unforunately, making me cry (in private) is easy to do!! More so now that I am pregnant!! DH is going to "Screen" the messages first for me, in case of any complaints so that I can handle the rest of our business and not be upset. I really do have a backbone!!!
This is what I was going to recommend. Two years ago, I started getting really frustrated with the helpdesk -- rude customers, the same questions over and over and over again, despite all my published materials.
So, I fired myself from the helpdesk and brought in people that could take care of the basic hosting questions without taking everything too personally.
Now that I'm not bogged down in every single ticket, I can give my attention to the big issues so that the customer with a problem ends up being happy. And the customer with a "little" question is happy, too.
As for rude customers, I also had a guy who wrote some scathing helpdesk tickets to me because he couldn't access his account from the UK, even though the servers were running and accessible from multiple locations in the US, Eurupe and Australia (as verified by a third party).
So, I suggested that since he was obviously very uphappy with my services, he should look at moving elsewhere ASAP. He was immediately and profusely apologetic and never behaved in such an uncivilized manner again.
I can't figure out why he didn't just start out being nice?!
People are weird. LOL!