How Should IT Help Desks Deal With Difficult Users?How Should IT Help Desks Deal With Difficult Users?

[Root] Access is an advice column for questions about IT issues, career moves, and workplace concerns.

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Dear [Root] Access,

I work on a help desk and generally like solving tech problems for people. What I don’t like is when users blame IT for everything, even when it’s obviously their fault.

For example, one guy from sales accused me of “breaking” his computer because he spilled Red Bull on his keyboard. Another person called me “useless” just because they forgot their password and had to ask me to reset it three times in one week. It doesn’t matter how much I try to explain what they did wrong. Users never listen and always want to take it out on me instead.

I’m trying to do my job, but these clueless users are making it impossible. How am I supposed to stay professional when they don’t care about being reasonable?

—Don’t Blame It on IT

Dear Don’t Blame It on IT,

As a kid, whenever I tripped in the hallway, I’d always look behind me, expecting to find a puddle or stray banana peel to explain my fall. The floor was always dry and fruit-free, but I’d double-check anyway, hoping for an explanation that wasn’t me just being clumsy.

I’m sorry you’ve become that imaginary banana peel.

You have a few options for handling these users. First, you could play along with some light humor. For example, next time a user misplaces their oh-so-secure Pocket-Sized Password Notebook™, you could hand them a sticker that says, “I forgot my password today ☺” or even a lollipop with your IT team’s logo on it.

Related:Can I Use Microsoft Outlook as a Makeshift Helpdesk Ticketing System?

However, if your employer isn’t likely to appreciate humorous little gestures, you could propose implementing a professional policy for dealing with unruly users. 

When I worked a phone-based job, my team developed a “Three Strikes Rule” to handle disrespectful user behavior. The first time a user said something discourteous, I’d communicate a boundary. For instance, I’d often get yelled at for sharing information users didn’t like, so I’d reply earnestly, “I appreciate you sharing how this is affecting you. That said, I will need to keep this call professional.”

If they crossed the line a second time, I’d reiterate my boundary: “If this happens again, I’ll need to end our conversation.”

If they crossed the line a third time, I’d follow through: “I’m ending the call now. When you’re ready to discuss next steps, we’ll be happy to assist. Bye now.” 

How might you adopt a similar policy within your team? Start by consulting your sales and support teams about how they handle challenging customer interactions. They likely already have a process in place, even if it’s informal. Collaborating with colleagues who experience similar challenges can provide both practical guidance and solidarity—which you deserve.

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Whatever approach you take, reach out to a few colleagues. It isn’t the sort of work experience anyone should handle alone. 

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