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Customer support teams are perhaps the most misunderstood, and underappreciated teams in the business world. In many businesses the customer support staff talks to the customers more than every other team combined. They play a critical role in ensuring customers are satisfied. Satisfied customers are repeat customers. Everybody knows that a large percentage of business comes from repeat customers. And yet customer support teams are commonly staffed with junior, inexperienced people that don't have the authority to make any decisions, or the training and knowledge to answer difficult questions. What's the deal?