[143122] in North American Network Operators' Group
Re: SORBS contact
daemon@ATHENA.MIT.EDU (Paul Graydon)
Fri Jul 29 18:41:19 2011
Date: Fri, 29 Jul 2011 12:41:12 -1000
From: Paul Graydon <paul@paulgraydon.co.uk>
To: nanog@nanog.org
In-Reply-To: <4E33331E.1040300@foobar.org>
Errors-To: nanog-bounces+nanog.discuss=bloom-picayune.mit.edu@nanog.org
On 07/29/2011 12:24 PM, Nick Hilliard wrote:
> On 29/07/2011 22:55, Michelle Sullivan wrote:
>> Friendly or non friendly response is usually gaugable in advance by the
>> tone of the initial email.
> Which is usually gaugeable in advance by the tone of the customer
> complaints that precipitated contact with SORBS in the first place.
>
> Email is such a lousy medium for this. We're all much more decent people
> in person than over snarky emails.
>
> Nick
It's pretty much customer service 101 to ensure that you keep your
communications as neutral and polite as possible, regardless of how
frustrated or vilified you feel by the person you're supporting, and
regardless of how tired you are of accusatory tickets. Being snarky
back gains little, if anything, and just helps promote a bad
reputation. People forget good customer service (unless it surpasses
that to brilliant), but remember bad service.
