Follow Through on your Follow Through

Although most calls that come in on a tech support line are "one and done", there are going to be times where you need to check on something and get back to your customer.  In this case, "Follow through" is key.

• Let your customer know roughly how long it will take for you to get back to them
• Make sure you and your customer agree on the manner in which you will contact them (email, phone, IM, etc)
• If you don't have a solution by the deadline, at least let the customer know you're still working on it 
• If you come up with an answer ahead of schedule, let them know ahead of schedule! There are very few circumstances in which a customer will be upset that you have gotten back to them with good news ahead of the agreed up on time