Comments on: How to Send Tactful Emails from a Technical Support Desk http://www.dailywritingtips.com/how-to-send-tactful-emails-from-a-technical-support-desk/ Sat, 21 Nov 2009 02:00:10 -0600 hourly 1 By: life in the garden of eden. » Blog Archive » Recommended Reading: 4/3/08 http://www.dailywritingtips.com/how-to-send-tactful-emails-from-a-technical-support-desk/comment-page-1/#comment-15701 life in the garden of eden. » Blog Archive » Recommended Reading: 4/3/08 Thu, 03 Apr 2008 12:42:57 +0000 http://www.dailywritingtips.com/how-to-send-tactful-emails-from-a-technical-support-desk/#comment-15701 [...] How to Send Tactful Emails from a Technical Support Desk (Ali @ Daily Writing Tips): This one’s a bit humorous, but very apt. And helpful. [...] [...] How to Send Tactful Emails from a Technical Support Desk (Ali @ Daily Writing Tips): This one’s a bit humorous, but very apt. And helpful. [...]

]]> By: brian k http://www.dailywritingtips.com/how-to-send-tactful-emails-from-a-technical-support-desk/comment-page-1/#comment-15192 brian k Fri, 28 Mar 2008 02:04:12 +0000 http://www.dailywritingtips.com/how-to-send-tactful-emails-from-a-technical-support-desk/#comment-15192 I love this article! But I agree with the previous posts- lets see other articles that teach the customer how to send tactful emails. I love this article! But I agree with the previous posts- lets see other articles that teach the customer how to send tactful emails.

]]> By: Brad K. http://www.dailywritingtips.com/how-to-send-tactful-emails-from-a-technical-support-desk/comment-page-1/#comment-14837 Brad K. Sun, 23 Mar 2008 01:34:32 +0000 http://www.dailywritingtips.com/how-to-send-tactful-emails-from-a-technical-support-desk/#comment-14837 Abhijit, The key, I think, is courtesy. It helps to assume that the customer only makes honest mistakes. I also figure that keeping the discussion technical (Gandhi's "Hate the sin, not the sinner) and sympathetic will be more helpful. Remember, it cost the company a measurable number of advertising and marketing dollars to *get* the customer the first time. It takes much less money - tech support - to *keep* the customer. If you can assure the customer, improve their mood, understand what needed to be done, what they actually did, and what the most courteous way to help them see the difference, you benefit your community. You come to see every ticket as a new friend to meet, your clients get more done with their day because of something as minor as - a random, friendly greeting. If you respect your work, and respect the customer, you should still be able to explain when there is no good answer. Abhijit, The key, I think, is courtesy. It helps to assume that the customer only makes honest mistakes.

I also figure that keeping the discussion technical (Gandhi’s “Hate the sin, not the sinner) and sympathetic will be more helpful.

Remember, it cost the company a measurable number of advertising and marketing dollars to *get* the customer the first time. It takes much less money – tech support – to *keep* the customer.

If you can assure the customer, improve their mood, understand what needed to be done, what they actually did, and what the most courteous way to help them see the difference, you benefit your community.

You come to see every ticket as a new friend to meet, your clients get more done with their day because of something as minor as – a random, friendly greeting. If you respect your work, and respect the customer, you should still be able to explain when there is no good answer.

]]> By: Daniel Scocco http://www.dailywritingtips.com/how-to-send-tactful-emails-from-a-technical-support-desk/comment-page-1/#comment-14827 Daniel Scocco Sun, 23 Mar 2008 00:20:08 +0000 http://www.dailywritingtips.com/how-to-send-tactful-emails-from-a-technical-support-desk/#comment-14827 Abhijit, you never, at least how could you explain some of the terrible support tickets you see out there? We appreciate your feedback though. Abhijit, you never, at least how could you explain some of the terrible support tickets you see out there?

We appreciate your feedback though.

]]> By: Abhijit http://www.dailywritingtips.com/how-to-send-tactful-emails-from-a-technical-support-desk/comment-page-1/#comment-14774 Abhijit Sat, 22 Mar 2008 06:59:19 +0000 http://www.dailywritingtips.com/how-to-send-tactful-emails-from-a-technical-support-desk/#comment-14774 Dude, this article should've been called "Techsupport tips for Dummies"! It is the kind of stuff you teach primary schoolers when they tell you their ambition is to be a tech support rep. Please, is this the best you have to offer? What any techsupport guy I've spoken to needs, is an understanding of the best way to explain that something can't/won't be done. And doing so while not sounding fake and obnoxious. I expected better from this site. Dude, this article should’ve been called “Techsupport tips for Dummies”! It is the kind of stuff you teach primary schoolers when they tell you their ambition is to be a tech support rep.

Please, is this the best you have to offer? What any techsupport guy I’ve spoken to needs, is an understanding of the best way to explain that something can’t/won’t be done. And doing so while not sounding fake and obnoxious.

I expected better from this site.

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