Customer Service Warning
and possibly even technical issues of the product so use those tools to facilitate, smooth out, getting the customer what he wants.
Many times the responsibility of the employee is not to find a technical reason (standing on the left foot while..). The employees should be trained to think beyond the fact that some technical aspect of a product is or is not broken. He should be asking the customer why he is struggling, it could be in the instructions, it could be customers are buying it to do something that it wasn’t intended to do (marketing, advertising, are saying the wrong thing, or not saying it clearly enough) and the employee must grasp this idea and fix the real problem, such as suggesting that the company rewrite the instructions, change the product, etc.
Frequently the employees need to be trained to think out of the box, and help the customer in
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