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How to handle clients, when you know you don't have the resources to even solve 10% of their problems?
I work in an IT support role where I currently get more support requests then I can handle. On a weekly basis I have to update the client on their status, most weeks I have little to offer up in the way of status.
I try to prioritize the problems and address critical and highs, but how do I explain that no progress on medium issues when the client thinks I have all week to work on their problems?
Management, of course, expects me to make every client feel like they are number one, but with the problems piling up day after day what should I do?
You need to work better, smarter, and faster. One or more of these three essential items is missing.
ets_bond_trader
outsource to clean up the service desk requests. Update your resume as well, start interviewing for some of the customers if you want. Once you get another offer, tell management about the lack in capability. If they fire you, great...get unemployment for those two weeks between jobs.
whatevit
Is there a real problem? Is the repair group incapable of repairing the fault? Is the management group not interested in solving the customer problems? You need to know what you are up against. Direct the customer to those things that should help.
Kayleigh
Tell them that quality takes time and you need help, even if it's temporary to catch up. You need to back this up with facts. Good luck
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