Don’t make your customer work to get your assistance. They’re already suffering a problem. It’s your job to (try to) help them overcome whatever they’re facing, whatever that may be. Could be that your job is to help them understand why it’s NOT your job.
That’s a legitimate reason for a support call. Sometimes you can help them figure out who CAN help them. If they’re an internal customer, perhaps you can spearhead the solution for them and get the problem solved much faster than they could on their own.
DON’T tell them the scope of their issue is expanding. SUPPORT CALLS ARE NOT PROJECTS. They don’t have a scope. If you’re really dealing with another issue and can’t because of your internal policy, then tell them they’ll need to open a new case. BETTER, if you’re able to then open that new case for them.
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That is all for now.