What is "World Class Support"?

The phrase "World Class Support" gets bandied around a lot among Tech Support managers.  The problems is, no one defines the phrase.  What does it mean?

The surprising truth is, "World Class Support" simply means doing more than what customers have come to expect from technical support.

• Talk to your customers like they're people, not problems
• Listen to your customers - even when what they're saying may not be 100% focused on the technical aspects of the problem they're encountering
• Set expectations realistically - and be sympathetic when your customers want things done faster
  This particular bit falls into the category of "Under promise and Over provide" - if you can do so honestly, let your customer know that the time line you're giving them is the official line, but things tend to get done faster.
• Be Honest - Sometimes the answer is no. This can be an "Unfortuantely no." It helps if you can suggest alternatives.
• Be willing to take the time to end the call with the customer happy. If that's not possible, try and end the call with the customer less unhappy than they were when the call started.

Just keeping these things in mind can result in providing, yes, "World Class Support."