Re: SORBS contact

[Paul Graydon <paul () paulgraydon co uk>]

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.