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Angry and Upset Users Policy
RCCs should not accept abuse from angry or upset users.
If a user is irate or if you feel threatened in any way, please involve the Associate Director of Technology Support Services immediately.
If for some reason the Associate Director of Technology Support Services cannot be reached, please refer the student to the Associate Director of Technology Support Services for further assistance. If the student is abusive in any way, do not hesitate to contact Security for assistance (x5000). You can also try to find the CIO if he is available in Haggar.
The Associate Director of Technology Support Services will keep a supply of her business cards in the ResNet Office for you to provide to students that need to be referred to her.
Any time a parent becomes involved in a situation, involve the Associate Director of Technology Support Services immediately.
You were not hired to receive abuse from the people you are supposed to help.
After an unpleasant encounter with a student, please send a detailed description of the event to the Associate Director of Technology Support Services. If the situation is escalating over e-mail, be sure to keep a copy of all correspondence between you and the irate user so that the Associate Director of Technology Support Services can follow the situation and back you up. Carbon copy (cc:) the Associate Director of Technology Support Services on all potentially problematic correspondence!
Make sure that the ResNet Problem Report Form is also up-to-date and contains all available information. As much as possible, communicate with the Associate Director of Technology Support Services. She is your ally and will support and defend you 100% unless you are rude to the student.
It's also a good idea to tell the Associate Director of Technology Support Services of potential problems before they happen, so that she is not surprised if a student's parent calls (and they do!).
