Doing support for a product is usually a pleasant job. You help great people to understand your great product better.
But, unfortunately, this is not always the case. Sometimes you get an aggressive person on the other side of the email communication pipeline that doesn’t trust you from the start. Whatever you will say to such person, he will turn against you. Oh, and he will also try to say the last word.
We are lucky that we haven’t met such people in 10 months during which the new re-launched version of Stuffed Tracker is on the market. But everything happens some day. And such person just ruined my whole day today.
That’s actually the hard part of the support job. You can’t get angry on the client, whatever he says to you or however aggressive he is. Your job is to kindly show why the person is wrong. That’s what I did today, although I feel very bad right now (you know when somebody says something very unfair to you and you can’t open the person’s eyes — he just doesn’t listen to you).
I am sure, good support service should always be polite and kind. That’s the key. This can often even save the situation. But not this time. Oh well.