Support Tickets - Do You Thank Your Representative?

humblepie humblepie
I've only had to open a few tickets, and my service has always been excellent. Once the matter is resolved, I'm always unsure whether or not to post again thanking the rep for their help! On the one hand, they resolved my issue, but on the other I do not want to clog up the ticket system with a silly "I appreciate your help!" if it will delay other people's tickets from being addressed. What do you think? Input from an admin would be appreciated as well!
Answers (private voting - your screen name will NOT appear in the results):
I have never opened a support ticket
I have opened a support ticket
7
I have opened many support tickets
6
I have thanked the EF employee for their help after the matter was resolved, via the ticket system
10
I have not thanked an EF employee for their help on my ticket
1
I think thanking employees through the ticket system clogs up the system unnecessarily
3
I think it is important to thank the person who resolved the ticket, and that is the only way to do so
12
I received bad service when I opened a ticket, and did not want to thank the employee involved
3
I think thanking employees through the ticket system is unnecessary, they know we appreciate all their hard work!
I think thanking employees through the ticket system is unnecessary, they are just doing their job
2
I had never thought of thanking the employee who handled my ticket
Total votes: 44 (16 voters)
Poll is closed
06/24/2013
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Wicked Wahine Wicked Wahine
Not only have I thanked them, every time, they have always responded with sincere thanks for the appreciation! So many customer service people only hear complaints, they have to like a genuine comment thanking them. And based on the responses I received, they don't seem to mind it clogging up their inbox.

That said, now that there are so few staff, I don't know what they would think of it clogging up the system. But, I find it hard to believe anyone would really be upset by a thank you that only takes seconds to read. I imagine it's easy to feel isolated in their position and that any thanks are a welcome break to the routine emails. Knowing most people, customers won't all do this, for whatever reasons and you will be one of a few who bother. Go for it!
06/24/2013
Ansley Ansley
It is always appreciated and very welcome, mostly because we like to know that you received our responses and are satisfied with the resolution.

In business etiquette, replying to said thank you email/response is where things get tricky. (The general response is, it's not necessary to reply to a thank you email and really just depends on the personalities of the people in the conversation.)
06/24/2013
humblepie humblepie
Quote:
Originally posted by Ansley
It is always appreciated and very welcome, mostly because we like to know that you received our responses and are satisfied with the resolution.

In business etiquette, replying to said thank you email/response is where things get tricky. (The ... More
I'm so glad to hear this! I try to reply with thanks but always feel guilty that I might be slowing things down D:
06/24/2013
Herzer Herzer
I work in a call center environment and it's nice to get thanks form customers since it not only makes the rep happy but their boss also sees them and gets confirmation on how good of a job the rep is doing.
06/24/2013
Wicked Wahine Wicked Wahine
Quote:
Originally posted by Herzer
I work in a call center environment and it's nice to get thanks form customers since it not only makes the rep happy but their boss also sees them and gets confirmation on how good of a job the rep is doing.
For call centers, I tell the person thank you and for special cases, I often ask to speak to the supervisor & tell them of any exceptional service. I do it because I want that person to get some recognition and I have always heard the same thing - they are really happy to hear it and they are grateful to be hearing a compliment rather than only complaints.
06/24/2013
Lioncub Lioncub
I always thank people for doing things or resolving them for me and this is no different. I like to be thanked for my help and contributions and feel everyone should, especially those working in Customer Service as they get a lot of yelling, unhappy customers to deal with.
06/24/2013
Woman China Woman China
It is nice in any job to be thanked. However; I never expect it from my students or school. I am just doing what they pay me to do. I do feel that if the customer service rep has been effective and timely in sorting out the issue I being forth, then I usually will say thank-you. But if I have to chase them, if they do something I've not ok'd then hell no.

If a person working for a company goes above and beyond their job requirements, I always say thank-you. Otherwise, they are just doing their jobs.
06/24/2013
indiechick indiechick
Quote:
Originally posted by humblepie
I've only had to open a few tickets, and my service has always been excellent. Once the matter is resolved, I'm always unsure whether or not to post again thanking the rep for their help! On the one hand, they resolved my issue, but on the ... More
Only if they are helpful. I got one back with the spam that recently got sent out and we were worried about person info and I got back wow I really dont know. and that was it. so they didn't get thanked they got yelled at
06/24/2013
indiechick indiechick
then dont respond. and I got my answer from the forum long before I heard anything from them. I shouldn't have to inform support staff
06/24/2013
wicked48 wicked48
I had to log one support ticket and I thanked the representative.
06/24/2013
KatPawz2003 KatPawz2003
I have had support tickets which I worked with people that got resolved, and then I also have had tickets that have sat and are still not replied to after 2 months. I have resubmitted the tickets which were not resolved as of the staff change and have yet to get any response to them. Those which were resolved I thanked, those which I have not received a reply to, if they are ever resolved will not get anything except a sarcastic reply about their "timely response".
06/24/2013
edeneve edeneve
I think it's very important to thank someone who helps me. it shows them appreciation and a measure of respect.
06/25/2013
Total posts: 13
Unique posters: 10