Little consultation needed with work ....
Hey, well thats kinda semi-psychological question, at work I'm working remotely as customer experience manager, we have technical people working remotely and also within the facility in US. We have a helpdesk system where clients file support requests, and as part of my work, if I see a customer support inquiry without a response / acknowledgment from the support personall, I give a response myself something like "Our engineer reviewing this and shall update accordingly soon" and then I go to the company / staff chat system on Slack and let the support team know "Guys I gave the client initial response so he knows we seen it... please check when you can http.... [link to client inquiry].
Some of the support team understand very well what I do here and use it in their benefits, but some [one for now] feels as he need self defense as he did something wrong .. though I explained him the purpose already.
What you may advise to do and/or tell to streamline the situation?
Thank you so much 💓
@reliableEyes363
many places have something in place like you describe and while in a perfect situation they could get to all inquiries promptly sometimes they cannot .... i too have to follow up as many complaints about follow through on emails to our group the defensive ones are often the lax member that is just not doing the job IMO ......... the only recourse i found effective is discussing those not answered at team meetings cured one person quickly when he was outed as person not answering.
@reliableEyes363 Personally, I find it confusing that you give a response to the customer something like: "Our engineer [is] reviewing this…" when no one is reviewing it yet, and indeed no one has seen it except you. I wonder whether you might perhaps discuss with the support team what they feel the clearest wording might be for these initial responses to customers.
Charlie
