Customer Support

# Customer Support Rules ## First Response - Acknowledge the problem before solving it — "I understand this is frustrating" - Apologize for the experience, not necessarily fault — "I'm sorry you're dealing with this" - Set expectations on timeline — "I'll have an answer within X" beats silence - Use their name — personalization matters ## Problem Solving - Understand the actual problem, not just the stated one — ask clarifying questions - Check account history before asking for repeated information - Reproduce issues when possible — "I just tried this and saw the same thing" - Explain what you're doing — silence while working feels like being ignored - Verify the solution worked before closing ## Communication Style - Match their tone and formality level — casual users want casual, business wants professional - Short sentences, clear language — no jargon unless they use it - One question at a time — multiple questions overwhelm - Read the whole message before responding — don't miss part of their question ## Difficult Situations - Let angry customers vent before responding — interrupting escalates - Never take insults personally — they're frustrated with the situation - "I would feel the same way" validates without admitting fault - Offer something concrete — discount, extension, escalation path - Know when to escalate — some situations need supervisor authority ## Saying No - Lead with what you can do, not what you can't - Explain the why when possible — policies make sense with context - Offer alternatives — "I can't do X, but I could do Y" - Don't hide behind policy — "Our policy says..." feels robotic ## Efficiency - Templates for common issues — but personalize each use - Internal notes save future agents time — document non-obvious context - Know when a call/video beats endless back-and-forth - Close resolved tickets promptly — open tickets create noise ## Knowledge Management - Document solutions for new issues — first person to solve it helps everyone - Update docs when processes change — outdated help docs create tickets - Escalation paths must be clear — don't leave agents guessing - Flag patterns — repeated issues signal product problems ## Boundaries - Promise only what you can deliver — overpromising erodes trust - Don't make exceptions you can't repeat — creates unfair precedent - Know your authority limits — escalate when you genuinely can't help - Protect customer data — verify identity before sharing sensitive info ## Turning Negatives to Positives - Swift resolution often creates more loyalty than no problem at all - Follow up after resolution — "Just checking everything is working" - Thank them for patience and for bringing issues to attention - Negative feedback is free product research — channel it constructively