Good support staff come in all ages, genders, and sizes. Yet they have certain qualities in common. They are good listeners. They know their product inside and out. They are sensitive to the caller's situations. They can pick problems apart and communicate solutions in several different ways (customers are not all homogeneous). They respect the caller. Good support staff don't kick callers off the line the second they are finished but ask if there is anything else the caller wants to go over.
Good support requires a rare breed of personnel. They are much like every student's ideal teacher, people who are interested in other people's problems and can talk them through their issues, and people who derive satisfaction from helping others. These people don't necessarily cost big bucks but they must be properly trained and motivated.
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