1. Telerik’s way Doroteya Agayna Technical Support Director Telerik Georgi Tunev Senior Support Engineer, Support Lead

3. “There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. It is the customer! The customer is the person who pays everyone’s salary and who decides whether a business is going to succeed or fail. Literally everything we do, every concept perceived, every technology developed and associate employed, is directed with this one objective clearly in mind – pleasing the customer.” Sam M. Walton, CEO Wal-Mart 3

4. 4 The statistics are pretty clear:   Customer service – both good and bad – impacts revenue   Fast customer service matters   Customer service experience have a long lasting impact   Customer service stories are spread widely – especially bad ones

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7.  Customer resources  Community ones – Forum, Code Library, KB, Documentation  Support Ticketing System  Support Tickets  Bug Reports  Feature Request  Forum Posts  Code Library / KB Articles  Others (General Feedback, Customer Care, etc.)

9.  A support issue, accompanied by  Detailed information  Working sample project  This is the ideal case 9

10.  Specific inquiry about certain functionality  not shown on our demos or  not shown in the documentation 10

11.  Question / Problem not directly related to company’s products 11

12.  Support issue with multiple questions on several controls 12

13. 13  When  Only the customer knows the answer.  Thorough research will take a lot of time and the team members cannot help you.  Why  You want the customer to succeed in their task.  You want to identify possible issues in your product.

14. 14  How and What (1/2)  Have a hypothesis My best guess is that [whatever you suspect]. To troubleshoot the problem, could you check [whatever needs checking]?  Have a goal If the value is [whatever the default is], could you set it to [the correct value] and run the same piece of code for a test?

15. 15  How and What (2/2)  Use the vocabulary of the customer C: I am implementing an N-tier application and I need to expose the database to the presentation tier. How can I do it with Data Access? S: According to the requirements on your side, what would be the type of the service tier: [list the options]? HINT: If you are going to use a substituation for a term, this is a hypothesis.  Keep the questions relevant to the problem: Bad practice: When you configured the project, did you execute this tutorial? Good practice: Could you check if the following code is present in the text representation of the [whatever the name].csproj file?

16. 16  Where  At the end of your message.  At the logical end of the section dedicated to an issue.

17.  Use the following reply structure (1/2):  Empathise!!!  Introduction  State your thesis.  Indicate how the problem will be resolved.  Name any resources/tools/options/approaches that participate in the resolution.  List any aspects that the customer has to consider. 17

18.  Use the following reply structure (2/3):  Body:  Ensure that each part of the introduction is described on a new paragraph.  Ensure that the text in your message is enough for the customer to implement your suggestion.  Use phrases that logically relate the following text with the previous one.  Provide hyperlinks to resources. 18

19.  Use the following reply structure (3/3):  Conclusion:  Summarize the body, and/or  Ask for feedback. 19

20.  Always use a spellchecker  Don’t let communication run late  Admit a problem  Involve the customer in the problem solving process.  Follow-up.  Give the customer a “way back”  Be extra careful when you communicate with an angry customer 20

21. 21 BAD Polite alternative You’re right – this is bad.I understand your frustration The reason for the problem is in (some other team’s control) and you should contact them for further details. I am transferring your ticket to the corresponding team and will introduce them to your case – please expect reply from them shortly. Yes, this is a problem in our controls. Indeed, I verified that the issue exists in the current version of the controls We will see what we will do about this issue. We will make sure to address the issue in near future (try to be more polite about issues that we do not know when we will fix)

22. …or is there an end? }:-) 22

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