Respond quickly, even if you can't answer the question immediately. The most frustrating thing if some service isn't working is if users think nobody knows or

Respond quickly, even if you can't answer the question immediately. The most frustrating thing if some service isn't working is if users think nobody knows or cares. Just a quick mail saying, "Hi, one of our guys is looking into it. We'll send you an update in a few hours." helps a lot.