Knowledge management.

Incident management.

Staff management.

Problem management.

Support centre services provides technical solutions to all calls.

Support centre services educates customers about application software.

Support centre services provides the customer with a department to blame.

Support centre services serves as the customer single point of contact.

Avoid making negative references about the customer in the documentation.

Make sure that others know how the customer treated you by documenting the interaction.

Always take a break before you write anything down.

Use emoticons to communicate the personality of a customer.

Place the customer on hold to allow them to calm down.

Direct the customer to the Support Centre web site.

Allow the customer to vent their frustration.

Ask the customer to repeat what they just said.

Incident monitoring confirms the accuracy of change management.

Incident monitoring identifies opportunities for improvement.

Incident monitoring facilitates problem management.

Incident monitoring authorises configuration management.

A web master magazine.

The marketing department.

Senior management meetings.

Knowledge Centred Support.

Refrain from loading personal software onto computer equipment.

Shut down the computer equipment at the end of each shift.

Keep a log of daily activities to share with next shift.

Label all of your personal property.

Tell the customer the office is closing and you will call them tomorrow.

Tell the customer your queue is backing up.

Use closed questions.

Transfer the call to your supervisor.

Security policies allow network faults to be detected.

Security policies facilitate call monitoring.

Security policies enable incident monitoring.

Security policies protect data integrity.

Sharing knowledge.

Logging every call.

Reporting security violations.

Taking more than your share of calls.

The customer position in the business.

The customer ability to use self-help systems.

The customer previous experience with the Support Centre.

The level of support provided by the Support Centre.

A team is a forum for creativity and self expression.

A team is a group of people working to accomplish the same goals.

A team is an open, honest environment.

A team is a group of strong personalities.

Documenting processes and procedures enforces workplace culture.

Documenting processes and procedures ensures consistent service.

Documenting processes and procedures keeps you occupied during down time.

Documenting processes and procedures prevents customers from asking for special treatment.

Support products that are contained in the service level agreement.

Agree with customers, even if they are mistaken.

Provide customers with an incident reference number.

Keep customers informed of the steps being taken to resolve their problem.

Tell the customer the office is closing and you will call them tomorrow.

Transfer the call to your supervisor.

Use closed questions.

Tell the customer your queue is backing up.