Help Desk - Problem User
Problem User record
The problem user record is a record identifying awkward, objectionable, difficult
users. Items that should be recorded are such items as:
| Attitude | apologetic, indifferent, demanding |
| Gratitude | ecstatic that (s)he has been helped, extremely grateful, thankful, doesn't realise (s)he should be grovelling, or wasn't the least bit grateful and is going to get it in the neck next time (s)he calls. |
| Praise rating | high praise for the way (s)he has been helped, thinks the IT
department is the best thiing since sliced bread. Says things like 'about time too!', or 'is that the best you could come up with?' |
| Incident count | amount of incidents raised |
| Classification | deserves continual abuse on the telephone, deserves threatening mail. |
| Corrective action | details of the corrective action response invoked by the IT section for handling the response to the problem user. |