My job is to give onboarding training to new customers who recently acquired our software. I had a meeting with one of them and I realized they were expecting me to teach them topics that are outside the onboarding package they acquired.

I’ve asked for help from my manager, and the sales team responsible for the account. They don’t want to tell the customer they need to pay extra for that, and I can help with some topics but not all.

Every time I think about sending them an email to help them on the topics I can cover, I think they’ll be mad at me for not being able to help them with all the topics they need. I feel afraid of getting a bad review and I don’t send the email.