You should get a customer satisfaction survey and you can A) shower praise on the agent in the survey and B) indicate on the survey that you want to be contacted by a manager. That way BMC pays for the long distance call and not the government!
-----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Friday, September 28, 2007 10:29 AM To: [email protected] Subject: Re: Positive Support Experience with BMC and their people in India James, that is an excellent idea! I know that in the past customers of mine made the effort to contact my manager, and it not only made me feel better, but gave me greater drive in the future to do a better job and go the extra mile. Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of James Van Sickle Sent: Friday, September 28, 2007 9:23 AM To: [email protected] Subject: Re: Positive Support Experience with BMC and their people in India Gary You should definitely try and take an opportunity to get in touch with Manjul's manager to give him some praise over the phone. It might help encourage improved support when managers and their support staff see a strong positive result of being responsive and knowledgeable to issues we call about. I did this after a rep in the Singapore offices saved my bacon over a weekend in 2002 due a server crash. Our support contract did not require him to contact me, but he did and spent several hours helping me get both server, database, and Remedy back on-line. (Embedded image moved to file: pic11224.gif)Countrywide James Van Sickle Remedy Developer IT - Remedy Development http://www.countrywide.com "Opela, Gary L Contr OC-ALC/ITMA" To <[EMAIL PROTECTED] [email protected] INKER.AF.MIL> cc Sent by: "Action Request System Subject discussion [ARSLIST] Positive Support list(ARSList)" Experience with BMC and their <[EMAIL PROTECTED] people in India ORG> 09/28/2007 07:29 AM Please respond to [EMAIL PROTECTED] RG ** Hey all, I just wanted to pass along a positive support experience I've had with remedy's support. I was working with the licensing team on obtaining new licenses, and they always were very prompt to respond to me. Unfortunately my system was down for a few hours, because the MAC that my ipconfig /all showed was not the MAC that remedy found (there were two MACs, but remedy was supposed to pull the first one listed, not the second), but they were prompt to send me the new license key shortly after they opened this morning. I worked with a gentleman named Manjul. Manjul, if you get this, good job, and good service. Thanks! Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 555 555 5555 __20060125_______________________This posting was submitted with HTML in it___ ====================================================================== Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential, is intended only for the use of the intended recipient, and is the property of Countrywide Financial Corporation or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited by law. If you have received this communication in error, please immediately return this communication to the sender and delete the original message and any copy of it in your possession. ====================================================================== ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
