Business Support Ticket Etiquette

First, let’s define the word support so we are all on the same page:

SUPPORT: n.
1. something providing immaterial assistance to a person or cause or interest;
2. supporting structure that holds up or provides a foundation;
3. give moral or psychological support, aid, or courage to;

When you go to lodge a Web site support ticket, you are in most cases asking for support; someone to help you or answer the questions you may have.

Support Ticket Etiquette includes the very same issues I type about here all the time. Basically typing with knowledge, understanding and courtesy.

• Always include a greeting. To just blurt out your questions or demands can lend to a negative perception of the kind of customer you are or partner you will be.
• Unless you know everything and are an expert at the issue at hand, humble inquiries will get the best results. Making demands based on little knowledge or experience, exposes your lack of open-mindedness on the issue. I see clients do this all the time. They are frustrated with something not working as they perceive it should and they whip off demanding, condescending support tickets which then clearly reflects how much they really don’t know.
• Include every bit of detail the support agent will need to assist you. Order numbers, dates, confirmation numbers, specific error messages, URLs — anything you think they may need to help you in one fell swoop! General accusations or demands without details reflects a lack of respect for the other side’s time.
• Always end your ticket with a TIA, Thanks in Advance, Appreciate your help — something — and your name. Thanking folks for their help, encourages them to do just that.

On a daily basis I see support ticket posts that make my jaw drop open. I wonder what these folks are thinking by typing in the bossy and demanding manner that they do (in all small case, typos and improper grammar) while asking for assistance!

Especially with technology, unless you know all the details of what is going on in the background, you are best to be humble and assume you are not aware of the big picture that could be effecting the issue at hand.

HUMBLE: adjective.
1. not proud or arrogant; modest: to be humble although successful.
2. having a feeling of insignificance, inferiority, subservience, etc.: In the presence of so many world-famous writers I felt very humble.
3. courteously respectful:

Regardless of your level of frustration at the time, whenever you need someone’s assistance, and are not an expert on the topic, humility and courtesy will be appreciated and garner faster responses.

By approaching support staff with courtesy reflects you are a person of character, that you realize you need help and are open to new concepts and learning a few new things along the way.

Business E-mail Tone is Critical!

Today, I’ll start with a quote to make an important point that all too many do not consider:

Remember that the tone of your voice often conveys more accurately what is in your mind than do your words. ~ Napoleon Hill

There isn’t much Mr. Hill said that I don’t agree with. A very wise man was he!

When it comes to your e-mails you don’t have the tone of your voice — so those on the other side of the screen will read tone into your e-mail based on the efforts you make, the formatting you integrate and the words you choose to use.

Don’t for a moment think that tone is not something you not need be concerned with. Tone is an issue with each and every e-mail you send, every word you choose to bold, every word you omit or include.

I had several instances over the past week where e-mails sent to me were downright insulting in tone. How folks chose to word requests or inquiries spoke volumes as to what their true intent is (and level of courtesy and professionalism). And intent is relayed in tone. They are intertwined.

If you are ever not sure of your tone, or if you are emotional or simply frustrated as you type an e-mail — step away from the computer and take a deep breath. Then upon your return, read your e-mail out loud and see if you would like someone to speak to you in that manner.

Because you are upset or frustrated does not give you cart-blanch to send rude e-mails to those there to help you or that you are requesting assistance from. Tone many times is the difference between typing an extra few words of thanks or not over punctuating or formatting.

These online screens should never be an excuse to be boldly rude or to make demands or accusations you wouldn’t dare do in person. Use e-mail as the communication tool it is meant to be, not some way to flex your ego or narcissistic side of your personality because you can.

Because when you do — it only reflects on you. And, that’s not a good thing…

Warning Will Robinson! E-mail Requsting Phone Call

Just when you think you’ve seen it all! On Monday I had a individual send me the following e-mail:

“Please call me immediately. I have some questions about working with you.”

Then, this person’s signature file followed with all their contact information. No “Hello” or “Hi”, no thank you in advance or additional information about what the questions pertained to. My initial reaction was “Wow, is this the epitome of lazy or what!?”

So, I called within an hour of receiving her e-mail. She was on a “smoke break.” I left my name, number and message that I was “returning her e-mail” and that she could give me a buzz back after her smoke break or at her convenience. She didn’t call that day…

The next day, I get a forwarded copy of the the very same e-mail! Yikes — talk about unprofessional (and bossy)! I guess this was her way of saying “Call me!” which I did — and again, not available.

Eventually this person did pick up the phone and call me after I did not respond to the 2nd forward of the original e-mail. At that point, I had called her twice and was not going to be bossed into a 3rd call because this person was so lazy that they could not take the time or provide the courtesy of picking up the phone and returning my calls.

E-mail is not meant to avoid picking up the phone and calling someone whose assistance you require. Nor is it to be used to reforward such terse demands without comment.

This person was someone, based on this very experience, that I chose to not do business with. That and she seemed put off by the fact that I didn’t respond fast enough to her e-mail request for a phone call. If within an hour wasn’t fast enough, especially considering she is making assumptions about my schedule and when in fact I actually received her e-mail, there most likely would be problems down the road. Can we say narcissistic? Warning Will Robinson!

This is a prime example of how e-mail should not be used in business communications. Specifically business communications with new contacts who don’t know you or who you have not yet formed a relationship with.

I have a perception and opinion of what this person would be like to work with. This experience told me this potential client would be trouble — trouble not worth getting into in the first place.

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