Customer Support

I’m going to take a CSR position in a week and I’ve never done it before. I’ve been laid off since January and I’m struggling to find anything close to what I was making before in tech sales and marke… more

Anyone else finds escalations easier than normal calls? My team leader has had me taking some of his escalations lately, and I'm shocked at how I can say the exact same thing to the same customer … more

Do you have any recommendations for support ticket software? Here's what I'm looking for: a system that allows you to email clients, real-time updates to support tickets so I don't have to… more

My interview is in a few days and I would really love some advice and questions that I could ask my interviewer! I have experience in Customer Service and working under extreme pressure. It's a ca… more

I was fired from a job in a highly toxic company for unjustified reasons. I'm freaking out about sending my résumé with that job listed as my last one, as potential employers could check, and I co… more

Newbie question about warm transfers. How do I end a call after warm transferring someone? This was never exactly explicitly explained to me, and I feel like I did it wrong. Do I just explain the situ… more

Is anyone else tired of covering the team's incompetence? When a store or another department fails to do its job, I'm no longer sugarcoating it. Sometimes it's specific agents that mess up… more

My company is looking to reintroduce a "three strikes and you're out" approach to dissuade the volume of repeat and serial complainers that we encounter (where evidence of the issue cann… more

How do you feel about the customer survey/scoring system in your company? Personally, I just think that performance metrics shouldn't be used as the pure form of evaluating an employee. They don&#… more

Those in remote customer support jobs, what did you do/say to get the job? I am finding it extremely difficult to find a remote job that pays well and doesn't need much experience.

What can I do to make transfers to the manager smoother, especially when a customer already knows I've tried to de-escalate but they insisted? My manager is doing everything to avoid taking an esc… more

I seriously commend all of you guys. As a retail vet, you have it way harder than us and deserve every penny you earn.

It’s one thing when customers are rude to you - we expect this. They are customers, after all.

The truly disappointing thing is when the RMs/AEs are verbally abusive. It’s really enraging when an RM, who probably… more

Recently took an inbound sales call center job at a large insurance corporation because it was a decent pay raise and seemed like a good place to grow. I lasted all of 3 weeks on the phones and ended … more

Leadership just announced that I will be learning an entirely different CS job on top of mine with no raise. I realize that every contract for CSRs says basically you may be asked to do any duties at … more

What is your average handle time requirement? What happens if you can't meet that standard? They say I need to keep calls less than 6 minutes which is impossible in the type of work that I do.

What's your very first call story?

CS workers who experience verbal abuse also need support. Why is this hardly happening? Do you have an Employee Assistance Program at your company? How does it work?

I am not trained on how to do manager calls, I just take regular calls. Not being paid any extra either. My team leader says she is doing this so it will look good on the CV that I have done escalatio… more

I get harped on for handle times but my customers leave my calls without being fed back into the call queue. Pushing for low handle times, I feel, makes customers feel insignificant when we could spen… more

I once got emotional because a customer simply told me to enjoy the rest of my evening and thanked me for explaining things to him... It's the little things.

I just want to extend my deepest respect to the people who can do call center work long-term and best wishes to those hoping to leave it. After working in two separate call center jobs for four years,… more

What would you say is the best industry for call center folks?

What single policy at your workplace would you change to make call center work a better job to have?

More than half the calls that come in sound so “fuzzy” I can’t even understand what the person is saying. I have to apologize and ask them to repeat themselves and even when they do I still can barely… more

Looking for tips on how to handle a customer/client who is irritated but still wrong. Also, advice on how to not take customer service personally would be appreciated.

Our refund policy clearly states we need to receive the returned item before a refund can be processed, which is standard for most businesses. The customer is going in circles threatening us with lega… more

A lot of major companies are doing away with over-the-phone and e-mail support and going strictly chat-based. But is doing away with the ability to talk to a person if needed the answer? I just want t… more

I work in a place where people came in late all the time with no consequences. And I mean up to an hour. I feel that I need to get assertive or else people will walk over me if I let them. There are s… more

Is it weird to use the person's name in the customer service chat? I probably use it a max of 3 times, like when I first say hello and when I'm saying goodbye or thanking them. So it's not… more

Does anyone have any advice on what to expect in the credit card department? If anyone works/has worked for Truist bank, what is the company like? I've worked at another bank call center for four … more

So my coworker got in trouble for actually helping a customer over a 35$ credit. The customer kept calling us for weeks to take off a paid feature that nobody in customer service or billing could do. … more

Hi all. I have been trying to get into customer support with tech companies as management for awhile. The big issue seems to be not having Zendesk experience. I know Zendesk offers certifications which I have con… more

What can I say/do in an interview to get promoted from agent to team lead? My team lead is getting a transfer to another account, and the vacancy is open. I'd love to get the role. However, I have… more

I'm curious how other inbound call centers handle answering calls. For example, do you manually answer calls at your workplace, or do they just come through automatically once your status is ready… more

Does management or queue workers in your company notice if someone is manipulating the system? If caught doing something like that at your workplace, would it be called call avoidance or result in lik… more

Now that I've been promoted out of frontline and more into management, it's like a whole department of people just waiting for you to mess up and drag you through the mud. I used to love leade… more

Can you please tell all your old folks that no legit company or service takes payments in gift cards? I had an elderly gentlemen call in who had been the victim of fraud, and they got 4000 dollars out… more

Does anyone else get misdirected call transfers to them because the previous rep either called the wrong department? Or they had no idea how to help, so they just dumped them into some random departme… more

A good half of my calls about disputes are from people charged hundreds of dollars in DoorDash orders. Are others in this line of work seeing the same? Any idea what is going on with them? Do they not… more