Chapter 11. Communications
Supporting customers requires communication. There is no way around it. Effective communication in technical support is not a luxury, perk, or a pipedream—it is a basic requirement of the job. The better we communicate, the more people we help, and the better the quality of the support we provide. But, there are many sides to this topic.
In this chapter, covering communications in technical support, I included only those concepts that are not self-explanatory, evident, or too simple to merit your time reading them. The topics include how best to transfer information and understand this information from different angles and without making harsh assumptions.
The time and effort you put into learning to communicate effectively ...
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