Final

You've missed an SLA due to cross-team dependencies and the customer is frustrated. You:

• Apologise and Blame other teams

• Apologise, take ownership, explain situation, and provide new timeline

• Do no talk about the SLA miss to the customer and divert the topic.

• Close the case and ask customer to create a new one

An enterprise customer requests a feature that's not working as expected and you to not have an ETA. You:

• Share confidential product plans

• Understand their needs and suggest current alternatives, suggest them to subscribe to the service blogs.

• Promise to build the feature and deliver it as soon as possible

• Dismiss the request as impossible

You identify a major security flaw in a customer's setup. You:

• Urgently inform the customer and engage your internal security teams to provide a secure reconfiguration,

• Ignore it as it's not part of the original issue

• Suggest changes without validating or testing as it is a security issue

• Vaguely hint at security best practices

A customer's application is down due to their configuration issue, but they're blaming our product/organization. You:

• Defensively prove it's their fault and we cannot help and close the case.

• Focus on resolution, then gently educate on root cause engage the necessary stakeholders and set the correct expectations.

• Apologize and take blame

• Tell them to fix their own problem and close the case

The customer's account has been suspended due to policy violations / security issues and they complain that they are unable to use the services. You:

• Refuse any form of assistance and close the case

• Suggest creating a new account

• Suggest creating a new case

• Explain possible suspension reason, outline steps for resolution and help them engage with the correct teams.

You strongly disagree with a solution proposed by your internal team. You:

• Undermine your internal team to the customer

• Present conflicting advice to the customer

• Silently implement your preferred solution to close the case

• Replicate, discuss concerns internally, present unified recommendation

A customer is upset about recent downtime but hasn't been using recommended HA practices. You:

• Blame the customer for not following best practices

• Empathize, then educate on improving resilience, help in engaging correct stakeholders like SA

• Ignore the architectural issues in your response

• Tell them this does not fall under your area of expertise and close the case

The customer is requesting excessive status updates on a delayed case. You:

• Provide minute-by-minute updates

• Set a reasonable update schedule, proactively communicate progress, engage correct stakeholders

• Tell them to stop asking and wait

• Close the case due to customer behavior and ask them to open a new case after a week.

The customer's last survey provided a low rating with minimal feedback. You:

• Ignore it and continue as usual. Complain to their accounts team.

• Review the response and reach out to understand concerns and improve experience

• Defend your actions, dismiss their rating and close the case.

• Avoid future interactions with this customer and refuse support.

You / previous owner has delivered a wrong solution which impacted customer. You:

• Apologies to the customer, engage internal teams, replicate, test and solution and deliver it over a call

• Blame the other engineer for the wrong solution.

• Apologies to the customer, provide an alternative and handover the case.

• Ask the customer to fix this by themselves.