What do I mean by Top Quality Customer Support ?

This is a large subject. I will talk about it as how I believe it could at APSense.

Here are a few ideas :

• When a customer asks a question, give the complete information, i.e. don't tell the person to "google it", instead, name the article, RevPage, or Wiki article where the info is, or even better, send a Private Message and ask if you can give a link, not a referral link of course, unless the person asks for it.
  
• If you don't know the answer, be honest, then refer the person to someone who can answer.
  
• Stay calm, don't take things personally, APSense is a business site.
• Don't use verbal violence and say it's honesty.
  
• If the person keeps behaving in a manner that is unprofessional, take the matter to the admins or to the site owner.

Act like that at all times, and you'll have people invite their friends to APSense without hesitation.

I've been a computer professional dealing for 20 years with hospital personnel. I have installed, upgraded and supported countless applications or interfaces. I've never had one complaint. To the contrary, there has been occasions when nervous clients were reassured when knowing I was involved. I now apply these principles to online marketing.