Being in the outsourcing industry for 7 years, I realized that a lot of customer support representatives still struggle to be the customers' ally in a heated up situation. This is because, while they truly understand the company and the product, they do not understand the science behind effective human interaction. A customer support needs to understand how to "properly" get through different personalities in various mediums like phone, email, chat, webinar, or product demo. Hi, my name is Marge. I am a registered nurse but have dedicated 7 years of my career life offering offshore services and solutions, including but not limited to, inbound and outbound customer support, email support, telemarketing, online marketing, virtual assistance, etc - servicing businesses and business owners from the U.S, Australia, Canada, UK, Singapore, Malaysia, Philippines and many others.