Customer service and tickets

Great technical skills mean little if people don't feel helped.

Good support

• Listen fully and repeat the problem back in plain words.
• Avoid jargon. Explain what you're doing and why.
• Be patient with elders and people new to technology. Every question is a fair question.
• Use a ticket system to log every request, its status, and the fix.
• Never ask for someone's password. Real IT staff never need it.
• Follow up to make sure the problem stayed fixed.