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
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
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
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
Well, it's good to know there's hope of having a positive experience with
that support center. I'm still waiting for my first one. Hopefully,
they'll improve with time, but the language barrier is just too much for
me. I'm very used to hearing the accent and the differences in sentence
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