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Comments
aolee isn't wrong about this, I don't sugar coat my replies. I either fix their problem, or send them away (aka "not my problem, fix it yourself"). Customers who know what they are doing usually get "much better service" simply because they provide plenty of information for me to work with so I can turn the problem around very quickly; even if the problem is not on our end (eg. software config error), I can point them in the right direction. If customer gives me a one liner with minimal information, they can expect the same type of reply. I can be only as bothered about the problem as the customer is.