I had some jobs that had a specific time you had to handle a call, I can say that all customers issues are different and can't always be handled in the time frame that they specify. I being a customer service representative feel that it is my job to stay with that customer and do all that I can for them until their issue is resolved. Some cases may take longer than others, it is worth it than to have that customer call back in more upset because they were told the issue was taken care if when it really wasn't. I had that happen to me.