It is my job......

Good customer service training teaches you to respond to a problem by assuming that it is your job to fix that problem for your customer. Sometimes, this means that you solve the problem yourself. Other times, you direct the customer to the person who can solve their problem. Take note - if you presume that it is your job, be careful to solve the person's problem the first time. If you cannot adequately solve the issue, best to not attempt and fail, but put the person through to someone with the knowledge to solve the issue. Example - I had to update the data plan on my iPhone by calling my service provider. As a member of a corporate account, I have to have the password and social security number on the account in order to authorize changes. I spoke with a customer service provider who asked for the prompts and I informed him that I did not have the information that he needed. He stated that he saw the problem, it was a simple fix and he felt "it was his job to correct the issue." Trouble is, he didn't have the technical know-how to fix the problem the first time. His "simple change" lead to a snowball effect that rendered my phone useless for a 12 hour period. The following morning, I re-contacted my service provider and ran into a lady who stuck with the party line "I am sorry sir, but without the necessary information, I cannot confirm that there is a problem with your phone, nor advise you on how to fix it." This is AFTER a 45 minute wait, mind you. Lesson learned? Of course. Presume it is your job, but take care that you consider the ramifications of your decision. If you are not informed, best to direct the person to knowledgeable party. Had the first customer service provider simply informed his supervisor and appealed on my behalf, I would have left the short conversation with positive feelings toward this service provider. As it stands, I am more annoyed than anything.