Tuesday, March 27, 2012

The Gamble

Customers with odd problems. Sometimes I can solve them, sometimes I can't.

When I can't, it becomes stressful. Am I missing something obvious? Am I recommending the right followup/backup plan? Often the next step could cost the customer large amounts of money. And because I'm phone support I have limited amounts of information to go on; in some cases I need to make a quick diagnosis based on mumbled and extremely incoherent comments. Since the customer has already paid money to talk to me, I'm very conscious that asking them to pay for something else is going to seem like a ripoff.

Am I failing a customer? Or am I providing the best service I can?

It's just not always clear.

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