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It's not a one-man shop, is it? There ops/sysadmins shouldn't be handling customer relations/support. It takes about 3 seconds to stand up and yell across the
by markdown 13y ago
It's not a one-man shop, is it?
There ops/sysadmins shouldn't be handling customer relations/support.
It takes about 3 seconds to stand up and yell across the room to the frontline staff, telling them that servers are down and you're working on it.
Then the frontline staff should only have to make a few clicks for announcements to go out (pre-written templates outlining what's going on and what's being done to fix it) via social media, etc.
- tommu 13y agoThis is what happens when you pay lip service to customer support but keep them at the bottom of the food chain. You must employ good CS managers and empower them to communicate. You must then ensure that any variance in service good or bad is communicated either by your social networking presence or to your key customers. Sadly most places I've worked are run egocentric idiots who are so insecure they couldn't possibly allow autonomy on the front lines.