Pat always wanted to work in customer support, and after a few years of dabbling in web development, he found his dream job at GitHub.
One customer support pro finds that it's not enough to discover what you love doing - you have to find a company that loves what you do too.
A tiny change to a phrase can make all the difference in helping your customer's comprehension.
When you take the time to learn the background behind a customer's question, you learn that compassion and empathy make the biggest difference.
When you go the extra mile for a customer, often you end up gaining more than just their loyalty - you can also make a new friend.
It isn't so much that I was able to help this customer, but that we were able to work together in tandem to solve his problem.
Everyone makes mistakes, but when you can help your customer fix one of their own, it can make your day too.
With every interaction in customer support, you have the opportunity to be the best part of that person's day.