Hey, despite my many research-backed rants on why you should spend more time with customers, the bottom line is that there is a limit, and you need to be concerned with getting customers what they want in an efficient manner.  The trick here is that this should also be applied when realizing when you simply cannot help a customer. If you don't know the solution to a problem, the best kind of support member will get a customer over to someone who does.  Don't waste time trying to go above and beyond for a customer in an area where you will just end up wasting both of your time!

- Gregory Ciotti for HelpScout 

Time management is always a hot topic at the start of a new year, as we consider how to hit the ground running and more driven and efficient than ever before.  But something we also want to get better at throughout the year is customer service, and it seems like the two things are at cross purposes as so many service tips seem to demand we spend more and more time on each and every customer.  So how do we reconcile these two things?

Gregory Ciotti's point is all about finding the balance through awareness.  While any good customer service rep will want to dive in and help with any situation, what's more important is to take a step back and realize if diving in will just end up stressing you out and delaying your customer.  If there is someone else who can assist the customer directly, get them in touch as fast as possible.  If there isn't, it's time to consider if this is the right product or service at the right time for this customer.  If you can't reasonably accomplish their goals within a time frame and at a price point that will make you both happy, it's not worth it for either of you.