Customer Support

Thinking of sending gifts to loyal customers who are mainly other SaaS companies. Is sending something like whisky, wine, food, or a notebook worth it? I would love to hear your thoughts. If you ever … more

Sometimes I forget to drop the customer support voice after work, and my roommates look at me like I've lost it.

How do you handle empathy when a caller is in distress about their order?

I just started a CSR job and I’m still in training. I’m doing call shadowing and I’m really stressed about my active listening skills. Are there any tips to hone in on this?

I've always wondered why dressing up in business attire is important for over-the-phone engagement. This job, heh.

Today was a great day. I heard I am well-liked at work, have great customer service skills, and spent time with some of my favorite colleagues. Honestly, it's been so long since I was this blessed… more

Hi all! I've been at my current job for about 6 months. I have totally overhauled the training process (there really wasn't one) for our small call center of about 10 people. My Director and Manager are i… more

Anyone who's worked for Coinflip as a CSR? If you did, please let me know about the hiring process.

You'd think I enjoy social interactions with how well I do with customer service and making people feel comfortable sharing their life with me. But I don't, lol. I am always so exhausted I do … more

I'm sorry, but customer support empathy feels a little patronizing. Of course, I've run into this with various other companies before, and every time it comes off feeling disingenuous. I don&#… more

For some reason, I am still enraged about a customer complaint from a year ago. Haunts me every day. I wish I had defended myself to the director instead of keeping quiet. I need to figure out how to … more

It's quite upsetting to see how offshore agents are treated by customers and sometimes even higher-ups. What was/has been your experience in this job?

I’ve got the itch to job search. Partially because there is not a ton of growth opportunity at my current company, and partially because the tech industry is so hot, I could make significantly more $ … more

What kind of tasks have you tried to automate as much as possible to keep call volume down and assist clients faster with issues? Could use some ideas.

What's a normal call volume? I’m taking anywhere from 75 to 100 calls a day! Not to mention the calling OUT since we are expected to be a first-call resolution help desk, so I am always chasing cu… more

Just finished my first full week last Friday. I’m feeling very overwhelmed and stressed out. I seriously feel like I do not know anything!! I asked one of my coworkers what I should study over the wee… more

What’s the best way to research best practices of other companies that offer customer support? I know Google is an easy answer but that info is not readily available. Are there any websites that someo… more

Does anyone have any tips for someone about to start their first call center type job? Things to remember, tricks? I'm open to anything really to help make it as easy a 12-month ride as it can be.… more

Just received an offer for a position as a CSM at a SaaS company. I like the offer, but not the hours (9 am to 6 pm with a 1-hour lunch). I was expecting 9 to 5. It doesn't seem terrible, but it&#… more

On a scale of 1-10, how would you rate your current company on how well you are compensated, treated, and supported? Feel free to give your reasons.

Telling us that an issue exists does not equate to giving us information about how it is affecting you and what exactly is going wrong. Let's not assume I know everything about your customer histo… more

Being in this line of work, I have noticed that Retention/Complaints staff have the power to approve things that frontline agents or supervisors would think are crazy. Why is that the case?

Anyone lost your job or contract because of a complaint from a customer? If not, where does management draw the line?

I've been trying to look for a new job which is in a call center setting again and have miserably failed my application thrice now. I was able to make it to the final interview that would next lea… more

I am curious as to what ticketing systems everyone here recommends using. How many users are you supporting?

I have weekly discussions with my customer support team lead and I'm starting to think I'm not correctly utilizing my 30 minutes with them. I feel bad that oftentimes I don't have much to … more

Had to fix a lot of printers yesterday for (mostly) silly reasons, and dealt with a coworker problems, one after the other. To all the IT vets out there, you are the real heroes.

When you're working for years ensuring customer satisfaction x1000, then go to another establishment and get unsatisfactory/bad service... How does that make you feel? I understand not everyone ha… more

I'm a naturally introverted person. However, this position has completely drained my social battery to an extent I can not even find the motivation to reach out to friends or family. Or be involve… more

Ever since I left training, I've been making an array of careless mistakes on my cases, procedures and interactions. I made a very costly mistake today that will probably put me in hot water and m… more

Best headphones for loud surroundings? At our office, we all have calls at the same time. It's really annoying for both me and the customers. They should eliminate the surrounding sound for me but… more

Has any of you dealt with having your emails be public to your entire team for commentary? Does your company have an “all emails are public” policy? Is this common practice for handling emails?

Sometimes my job is hectic and the phone doesn't stop, but other times it can be really slow. For instance, yesterday I had only 5 calls in 3 hours. What do you guys do to pass the time when work … more

I will be managing digital efforts for roughly 20 accounts in an AM role. While I have managed accounts before, I'm trying to stay as organized as I can right off the bat. How do you organize each… more

Is it all too common for customer service to answer emails in their closed hours?

On average, how many client meetings does a mid-level CSM have per week, on average? I have 25 customers in my book of business.

So obviously a lot of our industry and field is remote, which begs the question... How many hours a day do you typically work to get your tasks done?

How have you handled a coworker who asks for your advice, but ignores most of it only to come back with the same (if not worse) issue?

My friend insists that once you're a monopoly you no longer need to provide Customer Support. Thoughts?

I've been tasked to fill in my self-evaluation for my performance review and I have no idea what to write at all. I'm supposed to rank myself based on outbound and inbound calls. How should I … more