The best customer service 1) identifies and resolves the client's problem and then 2) tries to identify what went wrong internally and escalate appropriately.

The best customer service 1) identifies and resolves the client's problem and then 2) tries to identify what went wrong internally and escalate appropriately. Aligning yourself with the customer, then failing to provide a solution is a rookie move. None of us were on the line with this customer; it's very possible he was prying for details and the CSR was trying to be accommodating with information because they weren't empowered to deliver a good solution.