The secret to great support is teaching users how to fish

The author reflects on their own experience of learning and teaching through a hands-on approach, which led them to a career in customer support. They share how the traditional education system didn't suit them, but a practical learning course at the Code Institute where they learned by doing, helped them thrive. This approach is now applied in the company's product education and customer support, focusing on empowering users through teaching and conversation rather than just solving problems. The author believes that teaching a user how to fish is a metaphor for offering instruction, not just providing answers, and emphasizes the importance of long-term empowerment over immediate solutions.

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