Being too specific on timing is a bad thing if you're a remote rep relying on technical people you haven't spoken with to fix the problem
I thought a bigger weakness to the email was that it didn't gather generic useful information that might help the people actually equipped to fix the problem. It doesn't even ask the login name the customer is trying to use, never mind other any error messages, browser version etc. Asking those questions should speed up the tech team's work, and might even result in the customer trying something else which fixes their problem. Even in the worst case scenario - the information being useless and irrelevant - it at least gives the customer the impression they're being listened to rather than apologised at.
Since plenty of people that wouldn't be well-suited to helping customers with problems (unreliable, disorganised, lacking initiative, technically illiterate etc.) could also write a nice canned apology for an interview exercise, I'm more intrigued by the process after the initial screening was complete that earned Dylan his permanent role
"Being too specific on timing is a bad thing if you're a remote rep"
It is not. I did not promise a time by which the pb will be fixed, but a time by which a status update will be given (even if it is "I have made the technical team aware of the pb, they are still looking into it and will give a ETA for a fix").
I thought a bigger weakness to the email was that it didn't gather generic useful information that might help the people actually equipped to fix the problem. It doesn't even ask the login name the customer is trying to use, never mind other any error messages, browser version etc. Asking those questions should speed up the tech team's work, and might even result in the customer trying something else which fixes their problem. Even in the worst case scenario - the information being useless and irrelevant - it at least gives the customer the impression they're being listened to rather than apologised at.
Since plenty of people that wouldn't be well-suited to helping customers with problems (unreliable, disorganised, lacking initiative, technically illiterate etc.) could also write a nice canned apology for an interview exercise, I'm more intrigued by the process after the initial screening was complete that earned Dylan his permanent role