Live Chat Like A Pro

Be Calm & Caring

Bruce Lee, a man who some could view has a hot-headed fighter once said “one of the best lessons you can learn in life is to master how to remain calm. Calm is a superpower.” Bruce Lee is correct; your customer support team needs to be able to hold tension. Some customers are going to show aggression and write in a provocative manner which might attempt to trigger the ego or well being of your support staff. Remain calm, do not budge, and take a few breaths if necessary but do not get phased.

Think On Your Feet

Critical thinking skills are necessary for customer service. The support team must be prepared with a variety of solutions, to begin, before a customer calls in. If the issue is entirely new, never heard of, invite other employees to the groupthink of a solution. If it’s an entirely new issue, consider multiple perspectives which can help you gather creative solutions.

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