I've worked for years in various forms of Support, both end users and business clients (basically the bosses of the users). These replies are the most useful w

I've worked for years in various forms of Support, both end users and business clients (basically the bosses of the users). These replies are the most useful when Support is B2C and absolutely crucial for some cultures like the US. When supporting a business I've found that there are other useful skills: * Understanding different stakeholders and how their needs differ. Just because someone's email is person@clientdomain.com doesn't mean they can increase scope and give you more work just because. * Building trust is crucial, and being seen as genuine is extremely important - better err on the side of being truthful, even if it means you might be rude. * If you correct the person you are talking to might be just what the his organization wants and expects from you. * Generally the people you talk to the other side must be treated as peers, because at the end of the day you and they are both hired by someone to achieve a particular goal. They might even turn out to be contractors, but often this information is hidden. * Above all else your job is to make money for your company. It is up to you, not marketing, upper management or sales.