I emailed a coworker for an update on behalf of a customer who inquired. I copied the customer on the initial email. My email contained nothing inflammatory, and the reason for reaching out to this coworker in the first place was to seek resolution for the customer. She bcc:d my manager on this as well. Here’s the run down of the events:
1. Customer emails me for help
2. I email “Mildred” because this is her area of expertise and cc the customer
3. Mildred emails me and another coworker back with her answer.
4. I forward her answer to the customer and cc her.
She sends me this little note:
“In the future, please do not forward or copy a customer on an email that I did not include the customer on. I specifically replied to only you and Gina on my response because it was not for customers eyes. “
Is it just me or is that a tad bitchy?
The Catty Team Reply:
Wow, Ramona! We certainly think it could have been viewed considerably less catty if Mildred hadn’t blind copied your boss! Granted, it wasn’t a friendly email, but it could have been perceived as a request and not a totally catty bitch! With the blind copy factor to be considered, we definitely label Mildred a Level 5 Catty Bitch!
When in a professional environment, we always try to keep our cattiness relatively tame. That doesn’t mean you should take that kind of behavior lying down, though!
We recommend, in light of the details you provided, that you send back a sugary sweet email, that has a little kick — kind of like Memphis-style Barbecue!
Of course, you know you’re not obligated to use our suggestions, but we’ve composed two different email responses — one we wish you’d say (because it would just feel good), but that we wouldn’t advise you send; and one we think might resolve the issue, put the catty bitch back in her carrier, and leave you looking like the purr-fect goddess you are!
Option 1: Catty Bitch Back Atcha:
I’m sorry that customer service isn’t your top priority as it is mine. I’m also sorry that you are employed here. If that ever changes, let me know and I’ll bake the farewell cake — with arsenic. The next time you decide to blind copy my boss, be sure and know that she’s a personal friend who will call me and mock you with me. We both hate you and think you look terrible in those leggings you wear on Casual Fridays.
Option 2: Smoothing the Waves and Earning a Promotion:
I’m sorry that I forwarded information you felt was not ready for the customer. Clearly, eliminating them from the thread left them believing you had not answered the message at all, and since you are on top of the issue, I did not want them to get the wrong impression and feel neglected when that is not the case at all.
In the future, in an attempt to prevent this issue from occurring again, please add a paragraph to the bottom of your email either stating that you have already contacted the customer separately, or tell me what I should tell them so that I can provide the service they have grown to expect from me. Either way you choose to proceed I will happily comply.
Again, I am sorry for misreading your intention. Since the context of your email was not inflammatory, I thought your omission was not intentional.
We strongly recommend Option 2, even though Option 1 will feel really, really good.
Good Luck, Kitten!
Kara, on Behalf of
The AmIBeingCatty.com Team
P.S. Blind copy your boss on your response! Two can play at that game!