A customer service rep doesn’t have to have all the answers, but they should be equipped to find them, or at least find a next step (which they did, in this case).
The author didn’t handle this optimally and neither did the CSR. Should they need to? I’d prefer to live in a world where each party does their best to approach a happy resolution in spite of mistakes. In this case whoever reads the PR mailbox dropped the ball.
The author didn’t handle this optimally and neither did the CSR. Should they need to? I’d prefer to live in a world where each party does their best to approach a happy resolution in spite of mistakes. In this case whoever reads the PR mailbox dropped the ball.