Those of us who have worked in Technical Support
invariably encounter the users who discover the manager route for complaints. You know the ones who feel piqued because you solved a problem for them too rapidly via the remote tools-they pick up the phone and say you were rude, or arrogant with them. Your manager with his soft-cock approach to user politics takes their side; bingo you are labelled a ‘difficult’ or Arrogant operator. There is the idea of it is very difficult to disprove a negative..like ‘when did you stop beating your wife’? Any experiences like this out there?
