Sometimes the best thing you can do for a chronic PEBKAC is nothing and let them cross the finish line themselves.
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This happens so often for me at work. I’m so glad I’m not on the front line team anymore.
Worst part is I haven’t been on the front lines for years, but Tier I just hears ‘[Application name]’ in the request and blindly forwards it to me with no troubleshooting / fact-finding whatsoever.
We were in the same boat for a few years. Management has put a ton of work into training and setting higher standards for the tier 1 team lately and its been working. Its not perfect, but the details that T1 puts into their escalations and case notes now is orders of magnitude better than it used to be.
