On 1/4/2018 12:36 PM, [email protected] wrote:
On Thu, 04 Jan 2018 09:48:24 -0700, Michael Crapse said:
I've never dealt with a support queue that resolved the issue faster than a
direct contact.
Which would the user prefer - a guaranteed 15 minute response time from the
queue,
or 10 minute from a direct contact, unless it's an hour because they're in a
meeting,
or the next day because they're out sick, or 2 weeks because they're on
vacation?
Bonus points for recognizing there's a confirmation bias effect here - people
will
remember the 2 week response time more than they'll remember the 5 minutes
faster the rest of the time.
Hint: How many "I haven't heard back in a week" do we see here and on the mailop
list, and how many "Congrats to so-n-so who fixed my problem in 5 minutes flat?"
Also, unless the requester already has a close relationship with someone
in that department at the company they are contacting - it is sort of
offensive to contact them without FIRST filling out the form and
allotting a reasonable time for a response. Then, if filling out the
form didn't work as fast as expected - THEN it might be appropriate to
contact someone directly to help escalate the form submission. That is
the RIGHT way to do these things. The opposite of this produces
insufficiency, miscommunication, legal entanglements (if things didn't
get handled properly), lost audit-trails/metrics etc. Some larger
companies FORBID their employees from doing such direct help that is
entirely outside their regular support system.
--
Rob McEwen
