as408 wrote:
This is a copy of a PM I wrote to somebody wondering why he got fired. Like many aspies, he had trouble dealing with customers who didn't like hearing store policy. He also had trouble knowing which rules could be bent.
I've had the same challenges too. Please let me know if this helps anyone here.
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My last tech support job was all about this rules stuff. I was so rigid about adhering to policy that sometimes I pissed customers off. I remember my supervisor had to explain how to broach policy with customers. In the example below, I did decently. Others I didn't fare so well.
For example, a customer has installed software not officially approved by corporate:
This violates corporate policy. I used to say "This software is against company policy." Man this agitated some customers. Eventually I learned to say "Keep in mind that if this software isn't officially approved, it could get automatically removed by our corporate network."
With approach #1, I am directly confronting the customer and making him feel bad.
With approach #2, the customer feels he has a choice and if doesn't like it, he can complain to the powers that be.
You may think, why the hell as408 are you not in trouble with #2? Because as tech support I was never expected to be the police. I made the customer aware and left it up to him. HOWEVER, if I were to help install the software, THEN I'd be in doo-doo.
Very nice example.
Concerning "rule bending", I recall one time I had gone to look at an apartment at a place which I concluded had questionable ethics. I had inquired about a few apartments at this complex and by the time I got there, I was always told that apartment had already been rented, however they had a slightly more expensive one available (this is know as the "bait and switch"). When I inquired about having pets, I was told "Technically, we don't allow pets, but if no one says anything then no one says anything."
What this means in "NT speak" is "We don't allow pets but because I make commission on apartments I rent, I will still rent to you. However if management finds out you have a pet, you will be fined and evicted and might be sued for the rent for the remainder of your lease".
27 Mar 2012, 11:16 pm
