Your support team represents a lot of things: your first line of defense, a first point of contact, and the first (maybe last) people that a disgruntled user may speak with. They’re the ones who will convince users to stay. When things don't go well, a bad customer service interaction may be the final straw that convinces a customer to leave for good. Your support team represents the voice of your company, and it's critical that they deliver positivity with every single interaction. That’s a lot of responsibility. Let’s take a look at what can you do to make sure it all goes well.