Every department needs to think about value creation, and how to make the company stronger. In Customer Support, value is created when a customer has a great service experience, and a problem is resolved. That effort results in a positive customer experience today, but how can it be leveraged to

Your customer is furious.  They have a critical business dependency on your product, and some glitch has degraded it or taken it completely out of service.   They turn to you, and the technical support team, to make things right.  Fix it now. If you're in technical support, you've seen this