Desktop "Drive-By" support problem

[ISLarry]

Just got handed an issue to attempt to identify a win-win solution to. The issue is "Drive-By" support requests. This is where a support person has had to go to a customer's location for an issue. Upon resolution of that issue or during the resolution phase another customer approaches the support person and identifies another issue. For those organizations with a support scheme in place, that support person has or may have other tickets or calls already placed/queued.
The goal is to find out how to meet that customers expectation while at the same time not giving preferential service to someone that has not followed the process in place for reporting issues. Should the support person resolve this person's issue, would not this be to the detriment of others who have followed the process for reporting issue?
While there are many variables such as the status of the person doing the driveby, geographical location issues(at a site that is remote from other locations) and such, I would throw this situation out as just a general situation where there are no added variables. Just a support person fixing a problem and needing to go on to the next problem on the list and having someone try to get their assistance.
The issue at hand is the expectation of the customer to be able to just grab the support person and have them immediately address their problem and how to win them over possibly without meeting their needs... or deferring the meeting of their needs to a later time.

Regards,
Larry W.

 

[Stella740pl]

ISLarry,

Are you sure you selected the right forum for your question?
This one more about linguistics and effective communication.

Try to select one that's more on topic from this list:

http://www.tek-tips.com/forumlist.cfm

 

[ISLarry]

??? I felt that the ability to effectively communite with the customer regarding this issue would fit exactly into the "Making an Impression" forum. I mght be wrong, but I think I'm asking this community on how to communicate to the customer in a fashion so as to win without actually allowing them to put themselves "to the head of the line"

Please advise... I thought this was an appropriate venue.

 

[Trevoke]

http://www.tek-tips.com/threadminder.cfm?pid=655

--> Overcoming Obstacles / Getting My Work Done


Check out the forum subsection "Corporate Water Cooler" as well as "Trends and Strategies".

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-- Neal Stephenson, "Cryptonomicon"

 

[CajunCenturion]

I think this is matter of "what to say" vs. "how to say it".

I think it's probably best that you use either Forum654 - My own development as a professional Forum, or Forum655 - Overcoming Obstacles Getting My Work Done Forum - to help fomulate the support policy. Both of those forums have many contributors who will help you figure out "what to say".

If, after coming to a consensus on what the policy should be, you'd like help on the wording or explanation, then I have no doubt this group will shine. These folks excel in 'how to say it'.

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[ISLarry]

I have reposted this question there. Again, Thanks.