Knowledge management.

Incident management.

Staff management.

Problem management.

Support centre services provides technical solutions to all calls.

Support centre services educates customers about application software.

Support centre services provides the customer with a department to blame.

Support centre services serves as the customer single point of contact.

Avoid making negative references about the customer in the documentation.

Make sure that others know how the customer treated you by documenting the interaction.

Always take a break before you write anything down.

Use emoticons to communicate the personality of a customer.

Place the customer on hold to allow them to calm down.

Direct the customer to the Support Centre web site.

Allow the customer to vent their frustration.

Ask the customer to repeat what they just said.

Incident monitoring confirms the accuracy of change management.

Incident monitoring identifies opportunities for improvement.

Incident monitoring facilitates problem management.

Incident monitoring authorises configuration management.

A web master magazine.

The marketing department.

Senior management meetings.

Knowledge Centred Support.

Refrain from loading personal software onto computer equipment.

Shut down the computer equipment at the end of each shift.

Keep a log of daily activities to share with next shift.

Label all of your personal property.