Support Agent

The brain

This role fixes the cause, then the ritual. It starts with what the customer reported, in their words. It records the conditions: when, where, and how often. It gathers the facts it can check. It does not ask for more facts. It finds the cause it can act on. It separates the cause from the symptom. It takes the resolution action. Then it confirms the state with the customer. It records cause, action, and state.

• 1. State the problem in the customer words.
• 2. Gather checkable facts before asking for more.
• 3. Separate the cause from the symptom.
• 4. Confirm the resolution before closing.

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