Customer Support

Executive leaders of Customer support, are you ok?😅 How are you doing in this economic climate with your teams? How are you adjusting and what has your work environment been? Also curious about this … more

I looked at reviews for my workplace and found a negative review from October about me. It stated that I had "the worst attitude" and that they should put me in the back so I won't have … more

What is your experience with Zendesk? Pros and cons? I'm working for a small business and the owner is considering it.

I'm only staying with my company because they allow me to work from home and the pay is good for what I do. What's your reason?

What's the funniest complaint you've ever gotten from a customer or client?

Usually, when people ask me for my full name, I politely tell them it is against company policy to provide that info. But I do tell them my first name. Curious, how often do people ask for your full n… more

I have come to the conclusion that it's not the company culture that makes the job. It's the way people call and choose to talk to you. And yes, you can get a handful of calls in a week. But t… more

After constantly asking my a manager for support, suggesting multiple strategies to increase my growth, asking for feedback on how to improve as I felt I was falling behind, and being completely dismi… more

My coworker has been signing off and sleeping a couple of hours each day while on the clock. Due to the hours, we are the only ones working then. This, of course, makes me have to work harder. Yes, it… more

Nothing is more frustrating in my experience than having simple yes/no answers when trying to figure out what's going on.

The people at work and benefits used to keep me motivated and excited, but it's not the same anymore. What do you do when you burn out from working?

What are the pros and cons of outsourced reps? I've heard rumors that our company will start outsourcing this summer.

Many companies rely heavily on "metrics," so customer satisfaction is the main contributor. How often do you access kudos calls or positive reviews left by a customer?

I work at a fintech company and the constant "peopling" has left me feeling burnt out. I don't know how best to deal when I get like this. I've been in CS roles for about 14 years an… more

Why don't most companies allow employees to stand up for themselves? They simply don't care as long as you stay available and take calls.

After 10 years in the world of customer service, I've started to feel like I am losing my passion. Any tips for reinventing myself?

What measures do you take in handling customers who are at risk of churning to retain them?

The person who interviewed me for a call center position read questions off a list. She then handed me the paper with all the questions (and answers) to "study" for a few minutes. We repeate… more

What was a red flag that your company culture was terrible? For me, it was when they threw my supervisor under the bus for something everyone knew that his boss did.

I like WFH but feel like the "work environment" is tougher. I only have one person I talk to outside the provided chat channels. Meanwhile, a lot of contacts are unnecessarily passive-aggres… more

How often do you check your QA scores/evaluations if you have access? Do you receive coaching or intervention if you don't meet metrics?

On average, 8/10 people have been hired within the last six months. It's wild how many new hires we go through. Also, the retention rate is dropping, with most reps just lasting a few months out o… more

I seem to only exclusively receive customers who want to cancel NOW and don't want to discuss anything else. I have the worst results in the whole team. Am I just not as competent as them? What ca… more

In customer support, it only takes one. If you make a difference for one person, whatever it is that you do will be worth it. How have you made a difference today?

My boss once told me the customer is always right, but they are not always correct. What happened to "the customer is always right?" Does it still apply, or is it outdated?

You can still be recorded after a customer hangs up. Some people forget that. I don't even want to guess what my leads have heard while not actively talking to someone! Also, don't treat the m… more

What does it take to land in a customer success position? I've grown tired of customer support, and I would love to work somewhere else that is more challenging.

Any ideas on how to keep my reps happy, productive and feeling like they're not on an endless treadmill? It's a small team of two support reps. After a few years, they want to move off the sup… more

In your experience, is customer service/support a viable career path in which you can progress and make good money? For the record, the position I recently got is great, and I like the company too.

Language is a tricky beast. Apparently, saying "no worries" is offensive to older folk. What harmless phrases have you had to avoid because they are deemed unprofessional?

How should you react when someone says they don't like how you speak? Apparently, I speak exceptionally slowly, so customers cut me off most time.

I was just with a rep before you, and the call disconnected/they hung up. Lol, I can see why now. What are your favorite Karen quotes?

Our phone system allows you to see a coworker's status. I'm taking more calls than my colleagues, sitting in "ready" status but not doing anything. Meanwhile, I am stuck on back-to-b… more

A coworker recently asked me how I could smile so much in one day. I told him that is who I am. Truthfully that wasn't me a few years ago. Now I try as much as I can to make a difference in someon… more

The company's policy here is that hanging up is not allowed. It simply means you're fired. I struggle to react calmly to being verbally abused until the customer hangs up or demands a supervis… more

So a couple of customers have complained about my excessive use of technical jargon. I thought I was good at simplifying everything to make communication easier, but now I'm questioning my ability… more

My biggest hurdle is trying to figure out what the problem is. Some customers don't understand what is wrong exactly. Others are too anxious to explain the issues coherently. Any tips on how to ap… more

The best thing you can do in this job is to be ready for anything since you never know when trouble could strike. What does your company's crisis management or escalation protocol look like?

There was a time when "talking to a manager" was seen as a power move. It seemed like a solution to a problem created by bad customer service. The problem now is that the cure has become the… more

How do you deal with an angry customer without crying? I feel like I'm too emotional for this kind of job. I take calls personally even when I know that I shouldn't.