Let’s talk about improving your own support abilities by tracking the work of others.
You’ll come across people, in whatever line of support that you work in, with a style that you like – they may be colleagues or they may simple be people you see in forums. Whether it’s their social patter with the customer or whether it’s how they deal with more difficult subjects, rather than think “yeah, that’s good” and move on, why not consider a bit of non-creepy stalking? I’ll give you my own, personal examples.
(more…)