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         Accession Number
          006708212
         Author
          Barden L.
         Institution
          Nat. Inst. of Health, Bethesda, MD, USA.
         Title
          Dealing with difficult customers-the most fun you can have
          at work.
         Source
          ACM SIGUCCS. User Services Conference 98. Branching Out.
          ACM. 1998, pp.41-5. New York, NY, USA.
         Conference Information
          SIGUCCS '98. User Services Conference for College and
          University Computing Services Organizations. Bloomington,
          IN, USA. 25-28 Oct. 1998.
         Abstract
          Responding to angry, annoyed and frustrated users takes a
          toll on help desk consultants and can be a major
          contributor to staff burnout and turnover. Most
          presentations on this issue have titles like, How to Manage
          Conflict, Anger & Emotion, and How to Handle Difficult
          Customers. Typically they ask you to take control of the
          call or visit, follow a series of planned steps, and set
          aside time afterward to recover. Some of the techniques are
          useful, and the presentation will take a look at them, but
          they seem to miss the real joy that dealing with a
          difficult user can bring. Joy that can make you look
          forward to your next upset user and encourage you to seek
          out unhappy users, even when they are not complaining. (0
          References).
         Subject Headings
          Personnel.  Technical support services.
         Key Phrase Identifiers
          difficult customers; help desk; staff burnout; consultants;
          technical support.
         Classification Codes
          Computer facilities [C0310B].
         Treatment
          Practical.
         Language
          English.
         ISBN
          1 58113 006 6.
         Publication Type
          Conference Paper.
         Update Code
          200037.
         Copyright
          Copyright 2000, IEE.


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