Many thanks to Glen Cook for suggesting this topic:
“A question came up in my team meeting today regarding customers that always demand a WebEx session to resolve a case. Some engineers feel it can be too arduous to always do a session when it isn’t required. Is it ok to say no to these requests?”
Naturally, it’s ok to say no.
The catch is that the support engineer must demonstrate that an online session is not needed, which can be a delicate undertaking if the customer’s convinced otherwise (and which may take more time than actually doing the session). It would be a great use of the technique I call “saying yes to say no”:
“I’m always happy to set up a WebEx session to resolve issues [saying yes]. In this case, based on the information you are giving me, I believe that the issue you are encountering has a known solution, which is X [to say no]. I can confirm the steps in an email if you’d like.”
Customers may become overly reliant on the comfort of online sessions. Gently turning down a request for an unnecessary session will help the customer realize that many problems can be addressed successfully without an online session.
Are you seeing more customers asking for online sessions?