After sale IT support for American and Western Companies

Talking with one of my colleagues that work in an IT company with me as a developer this morning I realized that this message is difficult to hear for Russian Developers. It's difficult to not just say I don't know when the thing will be fixed. But working with the West it's extremely important that you let them know that you are working on it and that you will get back to them in a few hours with more information. If they understand that you're going to be giving them more information in a few hours they will not panic and they will realize that you are being responsible which is the primary trigger point for business in the West. If you say something like I don't know or I'm not sure and you don't say anything else it looks to the West as if you are being unresponsible.

I do realize that you will not know for sure what is wrong or how long it will take you to fix it. So I'm not talking about giving them firm timelines I'm talking about using the right language and the right cultural communication to allow your self and your company to be looked at in the right way

I hope this helps. If you have any questions about this or would like to discuss it please write me in the comments