Re: Mute button
"Even when someone had made a serious cockup, while they were very clear that while they wanted it fixed ASAP they did not consider me at fault, but rather that I was part of the solution."
Manglement should _always_ work on the basis that the helpdesk is mostly there to fix problems caused by sales overpromising/underdelivering and secondarily there for actual technical problems.
If the helpdesk is there to make it harder for the customer to get things fixed, then they're part of the problem, not the solution.
One of the more classic sales psychopath approaches when hauled into a meeting with an irate customer is to engineer the customer into an angry outburst, then take offence and refuse to work with said customer anymore - these are the most toxic salespeople in an organisation as they end up costing the company far more than they ever made for it (stories of "buying something so he'll go away" are commonplace, as are promising the moon in order to make a sale). Senior management usually only find this kind of thing out long after the toxic person has well and truely embedded themselves into an organisation and it's fairly common for this kind of person to work their way up the organisation over time due to having utterly _no_ shame about conning people. (Sound like a US president we all know?)
This kind of person will treat anyone who calls them out as a personal enemy and is highly likely to engage in vendettas for what they perceive as even a minor slight. This can persist even after changing companies (particularly if they see the target as responsible for them being forced out)
Biting the hand that feeds IT
