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By Paul Hesselschwerdt, Global Partners
Solving a customer’s problem is, of course, a fundamental goal for every service person. Sometimes, however, it can be literally impossible to solve the customer’s problem, particularly in highly technical environments where a satisfactory solution to a technical problem does not exist — at least not at the time. Often the situation is made worse because the supplier has made commitments to deliver a technical solution only to find that they have overestimated their ability to meet their commitments.
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