https://docs.google.com/a/mozilla.com.../edit

Life of a Thread General Overview

Anatomy of a Response:

Greeting Always say hi or greet them with their name. It is personal and professional.

Add a section to paraphrase what they are talking about so that they know you took the time to understand. [Repeat the user’s issue to ]Paraphrasing their question creates a mutual understanding of the issue at hand.

Middle Message and Instructions (add an example) Propose a strategy to troubleshoot if you do not know the solution or offer a solution with detailed and clear instructions.

If you are in a hurry, one sentence is better than nothing but having some length so the user does not get upset about you not reading their post. This with a short explanation will prevent an angry response.

Tip: Having a unique one line response with some padding will help with bulk responses.

communicate that you agree with what they are saying and communicate a truth. It is not a competition to one person be more right than the other.

Tip: Their understanding is different from your understanding, keep this in mind “so I understand how you reached this conclusion can you walk me through the steps you took and observed to think this. ”

Acknowledge any points that the forum question has taught you as a contributor. This will put the user in an audience position and is the perfect time to make your point.

Closing Conclusion and Acknowledgement (add an example ‘“I hope this helps” or ) Conclude with a thank you and brief plan for your next steps. And gently remind them to give all the facts in future issues

Archived Support Stype Suggestions http://www.brainpickings.org/2013/04/17/the-art-of-conversation-martine-etiquette-1866/ http://www.youtube.com/watch?v=Wp-uKlhXvmozzzs

Add exmaple that relates to the forum: ie: What do you do when you have an angry user, user who is not as tech savvy and may be taking about random things,

developer, 

someone who just wants to complain? For example: “....but it's a big drag on Mozilla's reputation.”

Acknowledge that their is their specific problem and ignore this statement. 

when someone disagrees with you,

when they ask to speak to a mozilla employee, when they are abusing Apologize to establish trust Please accept my sincere apology Kill them softly with diplomacy clearly we have angered you Ignore the bait that angry customer Remove emotion and speak in general terms. Have I done something personally to upset you? puts them back on left brain Show empathy helps you see the issue from customer perspective and builds rapport “That must have been very frustrating for you” If I was in your shoes, I would feel the same as you be specific Show appreciation for feedback Thank you for taking the time to let us know how you feel.

If there was someone before you, acknowledge this: example: “so and so has said this, maybe you also want to try” IF they were correct: example: If they were partially correct: example:

Some interview questions that you can gain experience here from Some expectations on preparation for an interview Can you remember names roles and topics you talked about?

Do you have a passion for this and what do you aspire to be like: great customer skills

Critical thinking and details used for solving a problem, how do you think/approach a question.

What would you do in a tough situation? example: Not enough information, or a customer who does not know what to do

Clear approach and strategy are necessary when confronted with unknown

Change an unhappy customer to someone with joy, show confidence and passion

Someone says you take to long, what do you do? be professional and make decisions quickly A big flaw in a product is pointed out, empathize!

What is the current philosophy of the support industry? Is there a criteria? or something that they strive for?

What do you notice about the current state of the forum?

[http://example.com https://d16cvnquvjw7pr.cloudfront.net/resourcTo es/whitepapers/customer_service_skills.pdf ]

De-escalation

http://www.crisisprevention.com/Resources/Knowledge-Base/De-escalation-Tips http://www.slide

For Contributors participating in the Contributor Quality Training for Chapter 10 click here