Should I forward congratulation emails to my manager
phaneuf1
Member Posts: 131
Hi folks, I'm working in a call centre as a Helpdesk and I received an email from a client congratulating me on my good work and my effort. Should I forward it to my manager or just keep it for me?
Comments
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Turgon
Banned Posts: 6,308 ■■■■■■■■■□
Hi folks, I'm working in a call centre as a Helpdesk and I received an email from a client congratulating me on my good work and my effort. Should I forward it to my manager or just keep it for me?
Simply reply to the person thanking them and copy your boss in. Works for me. -
xxxooxxx
Member Posts: 19 ■□□□□□□□□□
Simply reply to the person thanking them and copy your boss in. Works for me.
+1. Excellent advice. -
ptilsen
Member Posts: 2,835 ■■■■■■■■■■
I wouldn't forward it to my manager. To me, you're clearly trying to point out your successes to your boss.
What I would do, have done, and have been told to do by my manager back in my helpdesk days, is thank the customer for their kind words and encourage them to send all feedback, positive or negative, to the appropriate address (hopefully not your manager's direct email). Your organization would do well to implement this as a policy and directly encourage clients to provide feedback through the appropriate channel. -
Turgon
Banned Posts: 6,308 ■■■■■■■■■□
I wouldn't forward it to my manager. To me, you're clearly trying to point out your successes to your boss.
What I would do, have done, and have been told to do by my manager back in my helpdesk days, is thank the customer for their kind words and encourage them to send all feedback, positive or negative, to the appropriate address (hopefully not your manager's direct email). Your organization would do well to implement this as a policy and directly encourage clients to provide feedback through the appropriate channel.
That approach works as well. But it is important you make sure your success comes to the attention of not only your customers and peers but also your boss from time to time. Just dont overdo it! -
erpadmin
Member Posts: 4,165 ■■■■■■■■■■
That approach works as well. But it is important you make sure your success comes to the attention of not only your customers and peers but also your boss from time to time. Just dont overdo it!
One of my help desk buddies was getting a bunch of these emails. He was asking them to send a note to the big boss. After awhile she just toned them out.
The boss said something that has always stuck to me...you can do 100 great things...but you'll only be remembered for that one ef up. Between that and "IT is a thankless job..." I pretty much was under the impression that the boss will use those "Your employee is so excellent" emails for toilet paper.
I don't necessarily subscribe to this way of thinking...but I know it exists. -
ptilsen
Member Posts: 2,835 ■■■■■■■■■■
That's true; it completely depends on the manager. But with that sort of manager, you don't want to work in that environment for long anyway.
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Turgon
Banned Posts: 6,308 ■■■■■■■■■□
One of my help desk buddies was getting a bunch of these emails. He was asking them to send a note to the big boss. After awhile she just toned them out.
The boss said something that has always stuck to me...you can do 100 great things...but you'll only be remembered for that one ef up. Between that and "IT is a thankless job..." I pretty much was under the impression that the boss will use those "Your employee is so excellent" emails for toilet paper.
I don't necessarily subscribe to this way of thinking...but I know it exists.
You dont want to be one of those blatant people with this sort of thing because people talk. But if you get some great feedback for something significant it pays to pass it under the beak of the higher ups from time to time. Just not everytime. While it's true that people tend to remember the crappy things that happen, it's also true that having some good form sailing past the nose of your boss once in a while can assist you. Work is a mean street and when things get rough and people grumble, as they sometimes do, its no good simply refuting it in an apprasal and telling your boss about all the good work you do if he hasn't got a clue. If he has sight of it periodically, it will balance things more in your favour when things get difficult from other quarters. -
shodown
Member Posts: 2,271
These pay off big time, but remember the value of the person that sent them. The person that sends them everyday pretty much means crap. The guy person that sends one when the customer was ready to walk and only said negative things means 1000x more.Currently Reading
CUCM SRND 9x/10, UCCX SRND 10x, QOS SRND, SIP Trunking Guide, anything contact center related -
snokerpoker
Member Posts: 661 ■■■■□□□□□□
I wouldn't forward it to my manager. To me, you're clearly trying to point out your successes to your boss.
What I would do, have done, and have been told to do by my manager back in my helpdesk days, is thank the customer for their kind words and encourage them to send all feedback, positive or negative, to the appropriate address (hopefully not your manager's direct email). Your organization would do well to implement this as a policy and directly encourage clients to provide feedback through the appropriate channel.
I agree with this 100% Although as others have said, might seem excessive if you keep pushing this every time someone tells you "good job". -
SteveLord
Member Posts: 1,717
This is encouraged by my supervisor. And she emails the group and CCs the director when they come in. However, everyone pretty much does it once in a while. I assume when it's something exceptional. I do it even less as most of my "support" is via phone calls and the other staff here have a different role in my office (non-IT.)WGU B.S.IT - 9/1/2015 >>> ???
