Apple: My Key to Success (2014)
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mitchellh.com
> Approach customers with a personalized warm welcome
> Probe politely to understand all the customer’s needs
> Present a solution for the customer to take home today
> Listen for and resolve any issues or concerns
> End with a fond farewell and an invitation to return
In helping a customer with an issue, it can take extra time and effort. Not only to "read the docs" or "here's a link," but to be more personable.
The support person must also be empowered to offer things like a free trial and other enticements.