The 5 Fs of Email Customer Support

During a period of 17 months between June 2013 and November 2015 I provided email support, where I solved over 17,000 tickets. I guess that's an average of 1,000/month! I began the job by wanting to offer the kind of support that I would want/expect when I submit support tickets. Here are my 5 Fs of email customer support.

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Germany Becomes the Turning Point

As part of a get-to-know-your-tourmates activity, the tour manager asked us to write down our names, where we’re from, what we most want to see and also to identify our dating status by using traffic signals. Red means taken, green means available and orange means a middle of the road/could go either way.

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The Amsterdamage is Done

I’ll spare you the details of the evening and skip to the next day, as we had about 4 hours to explore Amsterdam before heading out to the next location. Amsterdam and I had a mixed relationship. The first night was a great outing, despite the fact that I spilled food on my beige shorts (one of only 4 pairs I brought).

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