An example of a customer complaint and recommendations on service improvements.

Complaint

-----Original Message-----
From: <removed>
Sent: Wednesday, March 16, 2011 7:22 AM
To: <removed>
Subject: <removed>

Hi <removed>.  I am going to address my issues to you and let you handle it how you see fit.  I understand that some of the helpers at the help desk are students but this is a business and they need to do a little better to me. 

1) For starters, the day he came down here to look at my printer (Monday about 11), he could not resolve the issues (of it not printing when idle unless I restart it) before it was time for him to go to class.  This is absolutely fine, of course.  But then he didn't update anyone on his progress and when I called about about 2:45, <removed> (who was also there that morning when I came in to complain about the printer) was still there and said that he didn't know the status of where <removed> left off and so he would have to wait until 3 when <removed> came back.  Not good work ethic!
2) The email below is not clear to me that they tried to print on it from my machine.  I don't understand why they would not follow through to test it as opposed to waiting for me to come in and test it.  I get in a 7 so if it's not working, although we have many other printers in the College, I am stuck without my own printer.  I have an issue with them not testing it.
3) Maybe I am old fashioned, but I think people should leave things they way they found them.  It is minor but an issue for me.  I was out on yesterday and came in this morning and my office light was on.  That means that it was left on yesterday when someone came in to do my printer install and it was on for the rest of the day and all night.  This is not only a waste of  money but a waste of a natural resource.  I always turn off my lights when I leave for the day and would have appreciated him doing the same.
4) Lastly, my computer was turned off too.  TSO has advised me in the past to just log off and not to turn it off because updates and patches and whatnot that you run at night are not able to update my machine if it's off.  Then when I come in the following day, it takes it too long to come on.  Again, leave things the way they are when you come into someone's office.

Again <removed>, I am only sending this to you but I hope you will address the issues.  Meanwhile, I am going to check the printer myself and see if it works.  Thanks....<removed>

Recommendations

Names have been removed, as the point isn't to embarrass anyone but to reiterate why it's important to provide timely updates to your coworkers and customers.

1)  If you can't finish the task you're working on before you need to leave for class, leave off with the work a couple of minutes early so you can update the ticket, notify the WebEx SA channel, or call the helpdesk on your way to class to ask someone to update your ticket.  If you're that person on the desk, feel free to call for an update and let one of the FTE Help Desk staff know.

2)  In this case, the technician tested but didn't clearly relay that to the customer.  The extra time to craft a full response to the customer would have avoided the resulting confusion.

3) & 4)  In this case, the technician reports these were the state of the lights and machine when the office was entered.  Since we like to leave things as we find them, I don't fault the technician, but the customer is right:  computers are supposed to be left on (unless it's winter break, when we usually advise they be turned off) and office lights should be off overnight.  If you find the computer off, this is a good follow-up point with your customer to find out why it was off and, if it was deliberately turned off without a reason, educate him/her as to why it should be left on. 

A couple of small changes and this would have been a positive experience for our customer instead of a negative one.  Just be sure to provide those timely, relevant updates; it will help your coworkers and your customers.  Customers are constantly internalizing their customer service experience.  What this means is that they are grading your customer service during each encounter, but you rarely know it...  While there are a plethora of customer needs, six basic needs stand out...  Information – It should be timely and pertinent.  Too much or too little information can put off our customers."

Thanks to everyone for their hard work, dedication, and attention to customer service.