From 87e433fb3b4476283885b2aaa7f5330afa4bd634 Mon Sep 17 00:00:00 2001 From: Ben Meredith Date: Tue, 10 Jul 2018 13:38:50 -0400 Subject: [PATCH] typo fix --- principles-of-providing-excellent-support/tone-guide.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/principles-of-providing-excellent-support/tone-guide.md b/principles-of-providing-excellent-support/tone-guide.md index 4eca1ff..1aa283a 100644 --- a/principles-of-providing-excellent-support/tone-guide.md +++ b/principles-of-providing-excellent-support/tone-guide.md @@ -4,7 +4,7 @@ We are our customer’s wise friend, not a corporate policy enforcer or policy d * **C**onfident, not Apologetic * **R**esults Oriented, not Argumentative -* **E**ducational, not Hauty or Overly Technical +* **E**ducational, not Haughty or Overly Technical * **W**elcoming, not Thankful The best support technicians know their biases and tendencies. For example, if a technician is prone to argument, they should take special care to make things results-oriented. It's helpful to do a postmortem of all negative rating interactions to see which part of the tone guide broke down in the process. Almost all negative ratings (even the unfair ones where they rate the technician negatively because of a lack of feature) can be traced to a breakdown of one of the four points in CREW.