The Best Practices described in this document are grouped in three categories: attitude, principlesand techniques. All three are equally important for efficient message solving.
Attitude:
Enjoy what you are doing
Assume responsibility
Maintain your personal network
Put yourself in the customer„s shoes
Principles:
Don„t try to guess –get all necessary information first
Solve the customer„s issue –no more and no less
Capitalize on reuse of your (and others„) solutions
Know your limits –and don„t be afraid to show your limits
Be elaborate and structured in your replies –anticipate follow-up questions
Techniques:
Searching for the root cause –best strategies
Organize your knowledge –choose your best method