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Should we just keep an eye on “repeat offenders” and report it to the CEO when we have a number of cases? To be clear: I’m technically middle management, but I have no control over protocol or any other processes in the company.All I am in charge of is organizing our shared workload and heading up meetings.If it were up to me we would get a dedicated HR department at this point, but it’s definitely not.Well, the protocol really is up to your company; there are a few different options here, you’ll need to get clear guidance from them on how they want you to handle it.I work at a smallish software company (just under 100 employees over 2 locations).I’m middle management in the technical support department, and we have a live chat system that we use to interact with customers.
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* Arm your support reps with some phrases they can use when customers cross the line, and authorize them to tell line-crossing customers to cut it out.
For example, “I want to keep our conversation focused on your account” or “I’m not here to discuss that, so let’s get back to your account.” * Empower your support reps to escalate things to a manager if the language above doesn’t work.