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Or you could just be sincere and genuine, and leave the Machiavellian mind games up to the corpses of the questionable philosophers. I work for a small company that makes video servers, I'm the lead developer currently. I still end up having to talk to customers sometimes, and while it hasn't always gone great, at least I can say that I was sincere and honest in my efforts to be helpful. Is that so hard?

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Yeah, don't treat them like they are idiots just because they are not domain experts.. Listen to them and educate them if they want to learn. Don't blame them for not knowing something, that's your job.

In short, don't be a dick and treat them with respect and you are ahead of 90% of the people who seem to fall into support roles these days.

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