Customer Support

Call center burnout is real. Any suggestions on how to tackle agent burnout at work?

In chat, what is the best customer support you have received? And why?

I thought sounding really upbeat would be unprofessional since people sometimes call in feeling unwell. Unfortunately, my satisfaction scores were not that great. I realized my voice sounded bored whe… more

What's your opinion of customers responding to a closed email/ticket to say thanks after helping them with the issue?

Can someone explain what happens when I'm put on a secure line? I was setting up some utilities the other day. Before giving my personal information, the rep tells me to hold on and wait till they… more

If I give a CSR less than a perfect score on a survey, is that bad for them? How do companies use those surveys? I usually don't take the time to do them at all. But if I do, I don't want to h… more

I'm getting rather desperate for help to keep myself sane and detached from work when im not at work. Heck, Im even working off the clock because I need to learn so much, and they make me feel lik… more

A question for customer service reps. What does it mean when you say you need some time to talk to your seniors? Do you guys really talk to them?

I've worked quite a few customer service jobs, and it seems to be common for people not to be able to give simple yes or no answers to very direct questions. To people who do this, why?

What are your first red flags that a call is going to be bad? This guy yelled at me for 30 minutes about his insurance premiums going up...

How does your company "care for your mental health?" I have honestly stopped believing that they do.

I got demoted from a Customer Support Supervisor role due to performance issues. This move includes a pay cut. I have not had a write-up or any formal discipline before this. I kind of saw this coming… more

Not feeling too good right now…I was harshly critiqued for my performance on my first few calls…to the point of a condescending manner that was taken back once the trainer realized that I had, actuall… more

My coworkers are really judgemental towards our clients. Not outwardly but behind the scenes. It is really unfair when most of these clients are polite and give no reason for anyone to think they are … more

How to deal with a manager practically begging you and guilt-tripping you to stay at a job you no longer enjoy? I'm not improving by staying there, and neither is the store.

Today I was given a raise of $1 an hour because my boss signed me up for a training course to do someone else's job on top of my own. I work in healthcare customer support and we take a lot of cal… more

Been told by my supervisor that I am the only rep scheduled today. I don't even know what to say/feel.

Was hired to help change the work culture. I got fired because I didn't fit into the work culture. Life's little ironies.

My boss has decided to implement a new rule where anyone working from home needs to be in a teams call together(about 20 of us), 8 hours a day, with their camera on at all times. Our productivity is g… more

I'm trying to verify my business but every time I put in my email it says please enter a valid email and it's right I already checked it

To all customers out there, let's address the "How was your experience?" question... If you think the agent you're dealing with did a terrible job, you have the right to give a poor … more

Would you take a job as easy as a greeter job (only greeting the customer, no customer service stuff) for a minimum wage? Or would you rather do more challenging things for more money?

Have you ever been thrown into calls during your training period, and your trainers are only there to help you in Slack? There is no hold button, we have to keep engaging with people while figuring ou… more

What are some things people could do to make your days tolerable? Not to sound all corporate, but looking forward to your feedback.

I just took my first 3 calls and totally crashed and burned. Anxiety went through the roof and I feel like I blacked out trying to figure out what they were needing.

I'm supposed to solve customer service requests with company products, but the "product trainer" hasn't even taught me how to do the job three months in. Scared to quit but furious w… more

Do you think unionizing in a CS workplace means workers can refuse service to rude customers? Would unionized workers in the service industry no longer have to suffer from "customer superiority?&… more

I keep seeing that it's best to job hop in white-collar businesses. Is this true for customer service? (I'm only trying to work remote as well)

Hi, I want to deactivate one of my post, Please help me

Does anyone here have any inside info about what the culture and support for employee well-being is like at Monday .com, particularly in their Customer Experience department?

They have good reviews on … more

A customer called today asking me to change her phone number. She started to pressure me to change it fast. She even sounded stressed, so when I got inside her account, there were a lot of notes of ot… more

Please tell me this gets easier. I took a job as a CSR and I’m still in training but overwhelmed with product knowledge and still having a meaningful conversation with customers.

Best advice you can give callers? I'll go first. Kindly read your terms and conditions.

I'm patient with our clients, who are mostly seniors. I explain things so they can understand. I go above and beyond. My CS surveys are always 95% or above. As of next month, our adherence stats b… more

I took a job as a lead because than I wouldn't have to be on the phones 24/7. I have worked as a CSR since 2016 and I have so much anxiety being on the phones now because of how badly I was treate… more

A customer emailed back, demanding to know why the issue happened in the first place. This was after we had already sorted it. How to respond?

We have a backlog of about 300 emails daily that my sole companion in the CS dept and I are trying to chip away at. How many customer service reps are in the dept where you work? We finally got them t… more

When you have to call a support or customer service line, do you go out of your way to be nice or just try to be yourself? Do you identify as a rep during the conversation? Do you fill out those quest… more

I'll always remember this lady called at 7:01 am and swore I was the person who spoke rudely to her yesterday. She cursed me the hell out and asked to speak to someone else. Like yes, ma'am. I… more

What would you say puts you at a disadvantage at your job? For me, it's the not being able to say no to work.