Whether you’re new to support and need a thorough introduction to the art of delivering great support, or you’ve been at it for a while and need some fresh ideas and inspiration, you will find old classics and new twists in Don’t Play Go Get a Rock to help you bring your support skills to the next level – wherever you’re starting from.

Don’t Play Go Get a Rock has answers for you.

·          Control the mechanics of case resolution so you can drive all the way, speeding up resolution.

·          Take care of customers’ emotions without being engulfed in them.

·          Know when and how to flex to customers to put them on your side from the start.

·          Figure out when to be bold and when to be meek to keep customers on your side throughout case resolution.

·          Go beyond the basics so you can truly enjoy the support world and be recognized as a master.

Contents

In twenty information-packed pages, the Don’t Play Go Get a Rock booklet covers:

·          22 strategies for delivering great support

·          The simple and effective technique to start each call on the right foot

·          How support loops work and why failing to close them causes escalations

·          A detailed road map for figuring out how customers like to work and how you can flex to their style to expedite resolution

·          How and when to say no to customers’ requests

The complete rules of the “Go Get a Rock” game – and why you should not play it.