I’m quite thankful that I’m not in the service line. To be able to smile in the face of an angry, unreasonable customer requires a kind of fortitude and calm that I don’t possess.
That being said, service must be given with the end customer in mind. When I go to a certain shop for an answer, I expect to be given a satisfactory solution or at least hear that certain effort has been made. When I hear that they had only done preliminary testings and checks that I can do myself at home, I can’t help but feel that time is wasted.
Of course, I am very aware of the saying, “If you want good service, be a good customer as well”