The human part of support.
WHAT USERS NEED TO KNOW
That you received it What is happening When they will next hear What they should do meanwhile
WHAT CAUSES MOST DISSATISFACTION
Silence.
WHAT TO DO ABOUT IT
Update even when there is no progress.
WHY
"Still investigating, will update tomorrow" prevents chasing entirely.
WHAT LANGUAGE TO USE
Plain, without jargon.
WHAT TO AVOID
Technical explanation nobody asked for Implying the user caused it Apologising excessively Promising times you may not meet
WHAT TO DO WHEN THE USER IS FRUSTRATED
Acknowledge the impact before explaining anything.
WHY
People need to be heard before they can listen.
WHAT TO DO WHEN THE USER CAUSED IT
Resolve it without comment on that.
WHY
Blame prevents future reporting, which is far more costly.
WHAT TO CONFIRM AT CLOSURE
That it is resolved, from their perspective.
WHAT TO ASK
Whether anything else is outstanding.
