Support is like a box of chocolates — you never know what you’re going to get. One day you might get a delicious bunch of caramel filled bonbons, and the next you’ll get something that’s hard, and kind of ashy and tastes vaguely like a sweetened cleaning product on the inside. It can be a bummer, but at least you’re expecting it because people who work in support know it is never going to be one of those jobs where things remain the same.
For many support people, this variety is what keeps it fun. There’s something challenging in honing your skills to the point that you can deal with any and all questions that might come up. But, it can also be difficult. People that are excellent at support are also, by their nature, incredibly empathetic and often take on the emotions of the people around them. So, in the case of an angry customer who emails back and forth with an agent for a day, it can feel like carrying a ton of weight in a sack on your back at the end of the day.
This user guide will provide support agents and other customer-facing folks with some guidelines on the best ways to respond to specific scenarios or questions that can be notoriously tricky. We’ll even toss in some common ones that might not be so tricky, but could be useful to have a response up your sleeve for. Let’s go!