hello people let me tell you guyes are doing great job..
by the way I work for an Indian Firm where , and I have a team here they deal with software bugs, and offer cutsomer solutions vai mail or over the telephone.Normally the callers are our clients IT officails , and each helpdesk official is offered one client, which means he / she will solve one clients issue only.Hence they are in constant touch with one single client , and have build repport with them.
Because of this at times they become a bit rude, some time when they find the query is already anwsered earlier , they just loss their pataince...and tend to become rude, Which ofcouse i do not appriciate ,
When I wanted to educate them about the same, they claim that since they know their client very well, and the client is also comfortable with them, hence it not issue ,
But for me its a concern,