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> I get customers can be hard but "can't replicate it" translates directly into "find another service provider". Omitted for brevity (as others have pointed ou
by kunle 14y ago
> I get customers can be hard but "can't replicate it" translates directly into "find another service provider".
Omitted for brevity (as others have pointed out in the comments): we maintained a relationship with the customer long after the exchange. The goal definitely wasn't to get him to "find another service provider" so much as it was to reset the tone.
All that being said, clearly my casual response ("can't replicate it") definitely was the wrong thing to do, as I didn't intend it to offend at all.
- ucee054 14y agoas I didn't intend it to offend at all What on earth did you think it would do, make him jump for joy? Especially since "it works for me" is standard helpdesk-speak for fobbing people off and closing their issues. It didn't even occur to you to say "Sorry can't replicate it?"
- kunle 14y ago>It didn't even occur to you to say "Sorry can't replicate it?" That would clearly have been the right answer here.