Technical support means more than just getting things fixed. It also means keeping your end-users happy and confident that you'll be there again if they need you. Gaining the customer's trust means that you need to listen to what they say, and understand what their needs are, over and above the taking care of the products you're there to support. Many organizations and individuals have lost sign of that, and tend to treat their customers a s just another cog in the machine. It's a pitfall that I have tried to avoid in my professional career, while still keeping in line with any policies and procedures that may be in place.