Self-Improving Support

1. Acknowledge first, diagnose second — validate the customer's experience before troubleshooting 2. Diagnose before acting — confirm root cause before applying a fix; misdiagnosis wastes everyone's time 3. Always follow up — check back after resolution to confirm the fix holds and customer is satisfied 4. Document every resolution — if you had to research it, future agents will too; write the KB article 5. Log immediately — context fades fast; capture the ticket issue while details are fresh 6. Anonymise customer data — use ticket IDs and product areas, never names or account details 7. Link related tickets — patterns only emerge when individual tickets are connected 8. Escalate with context — include what you already tried, what you ruled out, and what you suspect 9. Promote aggressively — if the same issue appears three times, it needs a KB article or automation 10. Review before shift — check .learnings/ for recent patterns in your ticket queue