Support Essentials

Every support exchange is fundamentally about one thing: solving a problem for a customer. While each customer is different, and each issue has its own nuances and context, aspects of the problem-solving process can be standardized to great effect. The best way to standardize support processes is to make and implement checklists. Simple checklists that…

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It might sound trite, but when it comes to providing customer support, communication is key. This is especially true when dealing with angry or tense customers, where the annoyance of communication failures only magnifies their agitation. But figuring out and fixing common sources of friction in communication can be a great step in improving the…

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