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  I was wondering how you handle your staff reporting rude customers, like people who swear at you and such.  Does anyone have an incident report template or anything like that?

Best Regards,

Brandon Morrison, Manager of Help Desk Services
Valparaiso University
Office of Information Technology
Phone - 219.464.5250

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Here I have a ticket within our ticketing system that I keep open all the time and the students/full-time staff will update and document the ticket when this happens.

If it gets out of control then the call will be transferred to me, otherwise the staff will handle the problem the best they can and then document the ticket.

From there I send an email to that person's direct supervisor to let them know what happened and that this is unacceptable behavior.

If it doesn't get resolved and happens again I let them know that the next time will go to the Provost.  I have never had to do this it seems that once the rude customer realizes that this behavior is not acceptable and that it is being reported to their direct supervisor it doesn't happen again.

I also remind the rude customer that when they call into the Tech Support Center they are talking to students who are paying to take classes here and not only that if the rude customer is a faculty member they could be talking to a student who is taking one of their classes.


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