When I was tech support engineer many times people were really surprised and thankful for a quick answer. The trick is to be able to come up with an intelligen

When I was tech support engineer many times people were really surprised and thankful for a quick answer. The trick is to be able to come up with an intelligent answer and not just buying time with the customer. Even though I usually found that it's better to respond fast asking for more info if you don't have the definite answer. The customer usually is happy to have a quick answer but doesn't necessarily get back to you fast. It gives you time to figure it out...