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Karen, one of the better ones among the host of support staff I have come across.

People often overlooked the importance of "listening". Too many would jump to the conclusion based on their previous experience without paying attention to details, and the end result is often solving one problem and creating many new ones at the same time.

Karen listens, and that is very important for support staff. I guess to be a good listener, you need patience too, apart from competency. Karen has everything.