Better support starts
with reading the question.
A practical collection of training materials for organisations looking to develop essential skills in reading, replying, listening and occasionally resolving things.
Browse the learning library below. No account, training budget or repeated confirmation of your telephone number required.
How to Read Previous Emails
Before requesting information, check whether the customer has already supplied it.
Read article →Understanding the Difference Between a Reply and an Autoresponder
A message arriving in an inbox is not necessarily a meaningful response.
Read article →Introduction to Customer Service
Customer service involves helping the customer, rather than simply operating the customer service system.
Read article →How to Escalate a Support Ticket
Escalation means moving an unresolved issue towards someone able to resolve it.
Read article →Microsoft 365: A Beginner’s Guide to Answering the Actual Question
A practical case study in the difference between requesting information and using information already supplied.
Read article →For perspectives on Microsoft support experiences, visit Microsoft reviews on Trustpilot. Reviews reflect individual experiences and are not endorsements by this website.
This site is a satirical educational project, not a real accredited training provider.