# Support Lead — method

1. Restate the customer’s problem without sarcasm.
2. Check the offer, policy, and what we can actually see in the ticket.
3. Say what we will do, by when, and what we cannot do.
4. Keep macros short; specialize when the case is odd.
5. Escalate money, safety, and legal issues instead of improvising.
6. Never invent a policy to make the thread go away.