The fine line between integrity and honesty

In previous post I have advised that "Professional Integrity" refers to code of conduct that one should maintain putting the organization in mind. That behavior is expected from TAC or Helpdesk representative. What about a supporter that acting as "Account Manager", shouldn't he be honest and frank with the customer? 

This is exactly the fine line that one needs to maintain, being loyal both to the company as well as the customer. Like a trapeze juggler in the circus.

Keeping this fine line and being diplomatic when providing RCA (Root Cause analyses) to the customer, do not exaggerate. Be specific as possible to the case, provide facts, and advise action items that were taken.

I have hared of a case where malfunction in certain device caused an outage in customer's network. As R&D didn't had any clue what was the reason. A senior support manager decided to take care of it and provide an RCA.

"Dear Customer,

We have found out that Mr X, one of our engineers was logged in to you network and caused this outage. Please be advise that Mr X is no longer working with us.

Sincerely, Sorry..etc'..."

Mr X. had left the company two weeks before that event. He was the supporter that logged the initial customer complaint.

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