I believe that support is making the customer feel comfortable calling for help, no matter how “stupid” they feel the issue is. We are here for them regardless of the complexity of their issue. Support is teaching the customer how to perform a task and encouraging them to learn it. Support is the customer’s biggest cheerleader. I think it is important that we get excited for the customer, especially when they are excited that they have learned something. Support is remembering that our customers are not working with the BS&A applications eight hours a day, five days a week. We need to remember that a small issue to us might seem like the end of the world to them. We need to reassure them and help them get through their crisis. Support is making sure that while providing the best help possible, we do so as a team. Through the team aspect, we are able to accomplish so much more and deliver the best customer service.