Types of advice: recommendations for repair or replacement of components; provision of training or direct instruction; others eg bug fixes, installation of patches, systems reset or rebooting instructions Communication skills: providing information to relevant people; anger management skills (customer); keeping calm and objective (self); soft skills eg patience, empathy; referring issues that are beyond scope of individual; providing and communicating appropriate response times for resolution Checking solutions: testing; user review ie ensuring that advice was sufficient and correct or solution was successful; recording actions eg updating fault log End users: types eg experienced, novice, technical..

- Clear voice/ bold voice - vast understanding of the language you are dealing with customers in - Must now about the topics your supporting with and not just read if of a wiki whilst on the phone to a customer. -Be patient/ high tolerance for dumb people.