Dave Giblin
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Activity overview
Latest activity by Dave Giblin-
Dave Giblin created an article,
What if I mess up a response?
You’re not a robot. (And if you are, hey—great coding.) A well-handled mistake is often more impressive than getting it right the first time. Own it, fix it fast, and move on like the elegant legen...
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Dave Giblin created an article,
Is it okay to use emojis in customer replies?
Yes 👍. If done right. Used sparingly, they say: I’m human, and I see you. Used excessively, they say: I’m texting from a trampoline park. Pro tip: match the customer’s tone. If they sign off with “...
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Dave Giblin created an article,
How do I stay motivated when my inbox looks like a crime scene?
Set the mood: Playlist on (80s synthwave or “epic battle” soundtrack recommended). Light a candle (or don’t, fire safety is important). Pick off the easiest ticket first—momentum is magic. An...
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Dave Giblin created an article,
What should I do when I have no idea what the customer is talking about?
Smile. Nod. Buy time. Try this sacred support ritual: Re-read the ticket. Re-read it upside down. Ask one clarifying question. Say, “Thanks for reaching out! I just want to make sure I full...
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Dave Giblin created an article,
Why do I keep getting the same issue over and over again?
You might be caught in a time loop. Or, more realistically, your system is haunted by a recurring user habit. Here’s what to do: Document the fix once and turn it into a macro (your fingers will ...
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Dave Giblin created an article,
🎯 Why Every Ticket is an Opportunity to Be Legendary
It’s just another ticket… or is it? Behind every one is a person with a problem, and you might just be the one who makes their day. Your words can make someone smile, breathe easier, or feel heard....
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Dave Giblin created an article,
🔄 When You’ve Written the Same Response 47 Times… Automate It
If you’ve written the same answer more than three times, the universe is telling you to create a macro. Or a trigger. Or a sentient AI. (Okay, maybe not that last one… yet.) Free your brain for big...
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Dave Giblin created an article,
🧃 Drink Water. Stretch. Respond to That Ticket.
Self-care isn’t just bubble baths and candles. It’s drinking water before answering a thorny ticket. It’s stretching your back after resolving a three-thread email saga. You can’t pour from an empt...
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Dave Giblin created an article,
🌈 How to Be the Customer Hero You Wish You Had
You don’t need a cape to be a hero just a well-timed emoji and a little empathy. Being a support agent is like being a therapist, a detective, and a tech wizard all at once. You bring order to ch...
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Dave Giblin created an article,
🧠 The Secret to Genius-Level Problem Solving? Pretending You Already Know the Answer
Channel your inner Sherlock and make it up as you go—then document it like a pro. Here’s a trade secret: most of us are just winging it, but with excellent documentation. Trust your gut, Google s...