{"id":75605,"date":"2018-11-19T09:02:12","date_gmt":"2018-11-19T09:02:12","guid":{"rendered":"https:\/\/intelligentbee.com\/blog\/?p=75605"},"modified":"2024-07-29T12:55:16","modified_gmt":"2024-07-29T12:55:16","slug":"brilliant-examples-of-tech-support-gone-wrong","status":"publish","type":"post","link":"https:\/\/intelligentbee.com\/blog\/brilliant-examples-of-tech-support-gone-wrong\/","title":{"rendered":"10 Brilliant Examples of Tech Support Gone Wrong"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Most businesses these days rely on stable internet connections and complex computer systems to handle their daily operations. So when something goes haywire in your network or device, who you gonna call? <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Your amazing tech support team (nope, not the Ghostbusters)! <\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-75606\" src=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/Tech-Support-Gone-Wrong1.jpg\" alt=\"Tech-Support-Gone-Wrong\" width=\"1600\" height=\"1066\" srcset=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/Tech-Support-Gone-Wrong1.jpg 1600w, https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/Tech-Support-Gone-Wrong1-300x200.jpg 300w, https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/Tech-Support-Gone-Wrong1-768x512.jpg 768w, https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/Tech-Support-Gone-Wrong1-1024x682.jpg 1024w\" sizes=\"(max-width: 1600px) 100vw, 1600px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">These trained professionals are your front liners against a multitude of issues. From network connectivity problems to DDoS attacks, your <a href=\"https:\/\/intelligentbee.com\/blog\/\">tech specialists<\/a> can help you get back to work in no time and safeguard your business\u2019 best interests. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">But sometimes, conversations with your tech support team don\u2019t go the way you expect it to. The same narrative happens when support reps chat with customers. This can be frustrating since it can create inefficiencies within the company that incur additional costs.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3 class=\"h1\"><b>When Tech Support Goes Wrong<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Tech support professionals are people, too, and they make mistakes just like any regular joe. Problems arise, and things go wrong\u2014that\u2019s part of the business. But there are ways to prevent and correct these mishaps. Take a look at these chat support blunders and see how each one <\/span><i><span style=\"font-weight: 400;\">should<\/span><\/i><span style=\"font-weight: 400;\"> have been resolved.<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_68_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/intelligentbee.com\/blog\/brilliant-examples-of-tech-support-gone-wrong\/#Over-automated_responses\" title=\"Over-automated responses\">Over-automated responses<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/intelligentbee.com\/blog\/brilliant-examples-of-tech-support-gone-wrong\/#Failing_to_inform_customers_you_need_time_to_resolve_their_issue\" title=\"Failing to inform customers you need time to resolve their issue\">Failing to inform customers you need time to resolve their issue<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/intelligentbee.com\/blog\/brilliant-examples-of-tech-support-gone-wrong\/#Not_letting_go_of_customers\" title=\"Not letting go of customers\">Not letting go of customers<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/intelligentbee.com\/blog\/brilliant-examples-of-tech-support-gone-wrong\/#Taking_complaints_personally\" title=\"Taking complaints personally\">Taking complaints personally<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/intelligentbee.com\/blog\/brilliant-examples-of-tech-support-gone-wrong\/#A_customer_mistakes_you_for_another_company\" title=\"A customer mistakes you for another company\">A customer mistakes you for another company<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/intelligentbee.com\/blog\/brilliant-examples-of-tech-support-gone-wrong\/#Undertrained_support_representatives\" title=\"Undertrained support representatives\">Undertrained support representatives<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/intelligentbee.com\/blog\/brilliant-examples-of-tech-support-gone-wrong\/#Lack_of_empathy\" title=\"Lack of empathy\">Lack of empathy<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/intelligentbee.com\/blog\/brilliant-examples-of-tech-support-gone-wrong\/#Asking_the_customer_to_switch_channels\" title=\"Asking the customer to switch channels\">Asking the customer to switch channels<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/intelligentbee.com\/blog\/brilliant-examples-of-tech-support-gone-wrong\/#Irrelevant_upselling_attempts\" title=\"Irrelevant upselling attempts\">Irrelevant upselling attempts<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/intelligentbee.com\/blog\/brilliant-examples-of-tech-support-gone-wrong\/#Making_the_customer_feel_stupid\" title=\"Making the customer feel stupid\">Making the customer feel stupid<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Over-automated_responses\"><\/span><b>Over-automated responses<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Canned responses<\/span><span style=\"font-weight: 400;\"> make operations easier for businesses and assure customers that their inquiry is acknowledged. But it doesn\u2019t resolve customer problems right away. \u00a0Customers want personal conversations. Automated responses just won\u2019t cut it.<\/span><\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-75607 aligncenter\" src=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/1-Over-automated-responses.jpg\" alt=\"1-Over-automated responses\" width=\"583\" height=\"272\" srcset=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/1-Over-automated-responses.jpg 583w, https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/1-Over-automated-responses-300x140.jpg 300w\" sizes=\"(max-width: 583px) 100vw, 583px\" \/><\/p>\n<p><b>Solution:<\/b><span style=\"font-weight: 400;\"> Using chatbots is more common nowadays, but it would have been more effective if the bot redirected the customer to a <\/span><i><span style=\"font-weight: 400;\">real <\/span><\/i><span style=\"font-weight: 400;\">person after the initial greeting. This would\u2019ve solved the problem faster and given the customer a smooth experience.<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>\n<h2><span class=\"ez-toc-section\" id=\"Failing_to_inform_customers_you_need_time_to_resolve_their_issue\"><\/span><b>Failing to inform customers you need time to resolve their issue<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Tech support specialists aren\u2019t always available to address a problem right away. Maybe they\u2019re on break or dealing with internal tasks. But this shouldn\u2019t be an excuse to leave your customer hanging.<\/span><\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-75615 aligncenter\" src=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/2-Failing-to-inform-the-customers-you-need-time-to-resolve-their-issue.jpg\" alt=\"2-Failing to inform the customers you need time to resolve their issue\" width=\"576\" height=\"218\" srcset=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/2-Failing-to-inform-the-customers-you-need-time-to-resolve-their-issue.jpg 576w, https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/2-Failing-to-inform-the-customers-you-need-time-to-resolve-their-issue-300x114.jpg 300w\" sizes=\"(max-width: 576px) 100vw, 576px\" \/><\/p>\n<p><b>Solution:<\/b><span style=\"font-weight: 400;\"> If the tech support needs time to look into the issue, a response like \u201cI need a few moments to resolve this issue. Do you mind holding on while I look into it? Really sorry for this inconvenience, [<\/span><i><span style=\"font-weight: 400;\">customer\u2019s name<\/span><\/i><span style=\"font-weight: 400;\">]!\u201d You can also ask the customer to leave their contact information followed by: \u201cIf you\u2019re in a hurry, I\u2019d be more than willing to email you with an answer.\u201d<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>\n<h2><span class=\"ez-toc-section\" id=\"Not_letting_go_of_customers\"><\/span><b>Not letting go of customers<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">It\u2019s sad to see your customers go. But when they\u2019ve made the firm decision to end the contract or unsubscribe from your services, the best approach would be to provide them a great service until the very end. Below you\u2019ll see a clingy representative who refuses to give up on the customer.<\/span><\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-75613 aligncenter\" src=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/3-Not-letting-go-of-customers.jpg\" alt=\"3-Not letting go of customers\" width=\"580\" height=\"376\" srcset=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/3-Not-letting-go-of-customers.jpg 580w, https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/3-Not-letting-go-of-customers-300x194.jpg 300w\" sizes=\"(max-width: 580px) 100vw, 580px\" \/><\/p>\n<p><b>Solution:<\/b><span style=\"font-weight: 400;\"> When a customer decides to discontinue their relationship with your company, it\u2019s best to give them what they want. You\u2019d want to keep the conversation professional yet friendly enough to comply with their request and bid them goodbye. Because the last thing you want to do is make them feel like they\u2019re being taken hostage.<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>\n<h2><span class=\"ez-toc-section\" id=\"Taking_complaints_personally\"><\/span><b>Taking complaints personally<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">You can\u2019t please everyone. That\u2019s the hard truth. You get compliments and complaints. If a customer didn\u2019t like your service and takes their frustration to social media, respond professionally. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here, you\u2019ll see a brand taking a blow personally: @mentioning the complainant along with a defensive and incompetent message\u2014on a social media channel\u2014where things like these go viral quickly.<\/span><\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-75614 aligncenter\" src=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/4-Taking-complaints-personally.jpg\" alt=\"4-Taking complaints personally\" width=\"619\" height=\"261\" srcset=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/4-Taking-complaints-personally.jpg 619w, https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/4-Taking-complaints-personally-300x126.jpg 300w\" sizes=\"(max-width: 619px) 100vw, 619px\" \/><\/p>\n<p><b>Solution: <\/b><span style=\"font-weight: 400;\">No matter how unsightly and unpolished the complaint is, it\u2019s best not to stoop down to that level. There are cases where it\u2019s better to stay silent than say anything at all. And if you\u2019re ever going to respond, remember to always keep your words chewy and sweet, in case you have to eat it afterward.<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>\n<h2><span class=\"ez-toc-section\" id=\"A_customer_mistakes_you_for_another_company\"><\/span><b>A customer mistakes you for another company<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Customers make mistakes, too. This isn\u2019t that big of a deal and when it does happen, see it as an opportunity to win their service.<\/span><\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-75616 aligncenter\" src=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/5-Customer-reaches-out-on-the-wrong-company.jpg\" alt=\"5-Customer reaches out on the wrong company\" width=\"580\" height=\"160\" srcset=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/5-Customer-reaches-out-on-the-wrong-company.jpg 580w, https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/5-Customer-reaches-out-on-the-wrong-company-300x83.jpg 300w\" sizes=\"(max-width: 580px) 100vw, 580px\" \/><\/p>\n<p><b>Solution: <\/b><span style=\"font-weight: 400;\">Instead of snubbing the customer or simply saying \u201cSorry, wrong company!\u201d, be a good Samaritan and point them to the right direction. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, if someone contacted us, a software development company, thinking we\u2019re a kindergarten school or a learning school (for some reason), we would respond like this: <\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cHi, [<\/span><i><span style=\"font-weight: 400;\">customer;s name<\/span><\/i><span style=\"font-weight: 400;\">]! We\u2019re afraid you reached out to the wrong company! We\u2019re a software development company based in Delaware helping companies streamline their ideas. You can find [<\/span><i><span style=\"font-weight: 400;\">Intended Company]<\/span><\/i><span style=\"font-weight: 400;\"> here: [link]. Let us know how we can help you in the future!\u201d<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>\n<h2><span class=\"ez-toc-section\" id=\"Undertrained_support_representatives\"><\/span><b>Undertrained support representatives<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Some bad tech support experiences stem from undertrained support representatives. If the negative experience causes the customer to share it online, like what happened to <\/span><a href=\"https:\/\/www.businessinsider.com\/amazon-customer-support-chat-transcript-2013-12\"><span style=\"font-weight: 400;\">Amazon<\/span><\/a><span style=\"font-weight: 400;\"> a few years back, this can hurt the brand.<\/span><\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-75612 aligncenter\" src=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/6-Undertrained-support-representatives.jpg\" alt=\"6-Undertrained support representatives\" width=\"583\" height=\"407\" srcset=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/6-Undertrained-support-representatives.jpg 583w, https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/6-Undertrained-support-representatives-300x209.jpg 300w\" sizes=\"(max-width: 583px) 100vw, 583px\" \/><\/p>\n<p><b>Solution: <\/b><span style=\"font-weight: 400;\">The best prevention to this is dealing with it early in the process. Make sure that you hire a <\/span><span style=\"font-weight: 400;\">reputable outsourced tech support team<\/span><span style=\"font-weight: 400;\"> that are trained in their field. Also, encourage your support team to regularly exercise their knowledge about your brand, services, and products. Enlighten them about their responsibilities as well as the functions of other departments. So, if they encounter an inquiry beyond their capacity, they know who to coordinate with.<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>\n<h2><span class=\"ez-toc-section\" id=\"Lack_of_empathy\"><\/span><b>Lack of empathy <\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Empathy is a soft skill that is difficult to teach. When a customer reaches out to you asking for help after some kind of tragedy struck them, the least you want to do is stress them even more.<\/span><\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-75611 aligncenter\" src=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/7-Lack-in-empathy-and-sensitivity.jpg\" alt=\"7-Lack in empathy and sensitivity\" width=\"577\" height=\"211\" srcset=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/7-Lack-in-empathy-and-sensitivity.jpg 577w, https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/7-Lack-in-empathy-and-sensitivity-300x110.jpg 300w\" sizes=\"(max-width: 577px) 100vw, 577px\" \/><\/p>\n<p><b>Solution: <\/b><span style=\"font-weight: 400;\">You want to treat your customers with compassion. For cases such as this, you may offer to review suspicious activities from their account and provide them with the best help you can.<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>\n<h2><span class=\"ez-toc-section\" id=\"Asking_the_customer_to_switch_channels\"><\/span><b>Asking the customer to switch channels<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">You may have different channels where customers can contact you. But if one decided to reach out via your website\u2019s live chat, and you ask them to send an email instead, then you\u2019re on the running for bad customer service.<\/span><\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-75610 aligncenter\" src=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/8-Asking-the-customer-to-switch-channels.jpg\" alt=\"8-Asking the customer to switch channels\" width=\"583\" height=\"181\" srcset=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/8-Asking-the-customer-to-switch-channels.jpg 583w, https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/8-Asking-the-customer-to-switch-channels-300x93.jpg 300w\" sizes=\"(max-width: 583px) 100vw, 583px\" \/><\/p>\n<p><b>Solution: <\/b><span style=\"font-weight: 400;\">If a customer reaches out via phone or however method they choose, respect that decision. It\u2019s their personal preference. If the issue can be resolved through that channel, then walk them through it via that same platform.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>\n<h2><span class=\"ez-toc-section\" id=\"Irrelevant_upselling_attempts\"><\/span><b>Irrelevant upselling attempts<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Customers get turned off at the sight and sound of inappropriate attempts at selling them other products or services.<\/span><\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-75609 aligncenter\" src=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/9-Irrelevant-upselling-attempts.jpg\" alt=\"9-Irrelevant upselling attempts\" width=\"577\" height=\"265\" srcset=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/9-Irrelevant-upselling-attempts.jpg 577w, https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/9-Irrelevant-upselling-attempts-300x138.jpg 300w\" sizes=\"(max-width: 577px) 100vw, 577px\" \/><\/p>\n<p><b>Solution: <\/b><span style=\"font-weight: 400;\">They already contacted you due to service interest or request, which means your brand already got their attention. You obtained a new customer! So answer their inquiry directly. Is your monthly subscription plan a fixed price? Yes, or no?<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>\n<h2><span class=\"ez-toc-section\" id=\"Making_the_customer_feel_stupid\"><\/span><b>Making the customer feel stupid<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">You should never make your customer feel stupid or at fault. That\u2019s a recipe for disaster.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In such cases where the customer <\/span><i><span style=\"font-weight: 400;\">is <\/span><\/i><span style=\"font-weight: 400;\">at fault or simply not looking hard enough to find solutions to their problems, go for an empathic and friendly approach.<\/span><\/p>\n<p><img decoding=\"async\" class=\"size-full wp-image-75608 aligncenter\" src=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/10-Making-the-customer-feel-stupid.jpg\" alt=\"10-Making the customer feel stupid\" width=\"575\" height=\"165\" srcset=\"https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/10-Making-the-customer-feel-stupid.jpg 575w, https:\/\/intelligentbee.com\/blog\/wp-content\/uploads\/2018\/11\/10-Making-the-customer-feel-stupid-300x86.jpg 300w\" sizes=\"(max-width: 575px) 100vw, 575px\" \/><\/p>\n<p><b>Solution: <\/b><span style=\"font-weight: 400;\">Instead of going the passive route like the example above, try resolving the issue at hand like this:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cHi, [<\/span><i><span style=\"font-weight: 400;\">customer\u2019s name<\/span><\/i><span style=\"font-weight: 400;\">]! <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Thanks for raising this to our attention. The new interface got me confused, too, at first, so no worries! On the upside, I\u2019ve found the way around it by [explain the solution]. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">I hope this helps! Don\u2019t hesitate to reach out for further questions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Cheers, <\/span><\/p>\n<p><i><span style=\"font-weight: 400;\">Angel \u2013 Support Rep\u201d<\/span><\/i><\/p>\n<p>&nbsp;<\/p>\n<h3><b>Wrapping Up<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Not all customers are created equal. Which makes excellent customer support a <\/span><a href=\"https:\/\/www.entrepreneur.com\/article\/284799\"><span style=\"font-weight: 400;\">vital facet<\/span><\/a><span style=\"font-weight: 400;\"> of your company. It\u2019s the one aspect that reaches out to your customers; it\u2019s the voice of your brand. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Outsourced technical support<\/span><span style=\"font-weight: 400;\"> not only helps your business cut back on IT costs but also saves you valuable time while improving customer experience. You can focus all your attention on growing your company, and your tech experts will handle streamlining your operations and keeping your customers satisfied. That\u2019s what having a great tech support team is all about!<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><em>Learn more about the future of technical support outsourcing or send us an inquiry today!<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Most businesses these days rely on stable internet connections and complex computer systems to handle their daily operations. So when [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":75606,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[85],"tags":[1481,1579],"yst_prominent_words":[1568,1578,1576,1575,1574,1573,1572,1571,1570,1569,5,1509,1473,728,714,584,329,309,307,268],"post_mailing_queue_ids":[],"_links":{"self":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/75605"}],"collection":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/comments?post=75605"}],"version-history":[{"count":6,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/75605\/revisions"}],"predecessor-version":[{"id":133135,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/75605\/revisions\/133135"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/media\/75606"}],"wp:attachment":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/media?parent=75605"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/categories?post=75605"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/tags?post=75605"},{"taxonomy":"yst_prominent_words","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/yst_prominent_words?post=75605"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}