Customer support has been designed to be a link between the customer and the product. Now, even though we may be super smart and figure out almost everything on our own, there may come a day when customer support is needed. Here are 10 things to keep in mind in order to get the best out of a support interaction:

1. Be polite

Make your mom proud and say “Hi”, “please”, “allow me to”, “would you mind if..” ? You may be surprised how much can be accomplished by not being rude or demanding.


2. Be explicit

When explaining a situation or an issue, make sure you provide all the details to the person on the other side. Print screens are life saviors! So much can be seen in just a print screen and it really saves so much time. Any additional information that you may think is insignificant may be essential to the other one.


3. Don’t assume anything

No matter how technical the other person is, they cannot possible know it all. It will surprise you how difficult may be to fully understand a notion you find oh, so simple!.  Both of you may be smart, but keep in mind that you do not share the same brain. Stay on track and make sure you are clear and coherent.


4. Be honest

Something’s broken? Say so. You have no idea what’s going on and need to check with someone else? Why hide it? Honesty is important to raise realistic expectations and avoid frustration. You are not a superhero and you cannot control everything. If you are straight-forward, the other person may understand and be patient.


5. Be transparent

If you are  wrong, admit it. That thing that’s not working right is because something is wrong on your end. Own up to it, admit it, fix it. Apologize.



Just don’t. Don’t shout at the other person.


7. Don’t get mad

Nothing good comes of it, really. Your employer may need to fix a few desks you broke or fill in some holes you left in the walls of the office while you lost your inner Chi and turned into the Hulk, so that’s not really productive. If you have a problem that can be fixed, then there is no use in worrying. If you have a problem that cannot be fixed, then there is no use in worrying.


8. Don’t leave the other side hanging

If you need to leave your desk or  get caught up into something else, just say so. How would you like it if you were the one waiting? Not very nice, heh?


9. Remember: you are talking to a human being.

People tend to have this bad habit of remembering things, so don’t burn bridges. You may come across that person again and if you made it awkward the last time you spoke, it will be very difficult to collaborate, so make sure that you are friendly and nice. You catch more flies with honey than you do with vinegar.


10. Say thank you.

Why? Because the person on the other end deserves respect. Because it was not a waste of time and you had a human interaction with someone who was willing to work with you.


A Support conversation shouldn’t shorten your life by 5 years. It is intended to fix issues and to find the shortest and simplest way to a solution. As long as you are not behaving like you have been raised by wolves and are following at least the common-sense advice given above, everything should be fine.